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APPENDIX E <br />Standards Sheet <br />1. Scope of ASP Support. <br />1.1. ASP Support Provided by SunGard Public Sector. SunGard Public Sector will provide non - exclusive hardware <br />to operate Software on behalf of Customer. System back -ups will be performed on a full- backup basis weekly <br />with partial- backups daily. SunGard Public Sector will schedule routine maintenance and repairs with the <br />Customer in advance. The Customer should expect SunGard Public Sector to schedule short periods of <br />downtime quarterly. Under normal circumstances, scheduled downtime will be during the Customer's non- <br />working hours. <br />a. Network Responsibilities. SunGard Public Sector's responsibility for network <br />communication terminates at the WAN connection on the router at SunGard Public Sector's <br />location, and excludes Customer's local computing infrastructure and client workstations at <br />the Customer's location. This ASP Agreement assumes Customer will access the ASP <br />hardware via a Virtual Private Network (VPN) connection. <br />SunGard Public Sector assumes responsibility for the purchase, configuration, <br />installation, maintenance, and management of the data communications equipment hosted <br />at SunGard Public Sector's facility. Customer assumes responsibility for the purchase, <br />installation, maintenance, and management of the data communications equipment located <br />at Customer's facility. Configuration for the VPN between the two sites will be a joint <br />responsibility. <br />System Performance. The Customer and SunGard Public Sector will work together to <br />isolate performance bottlenecks and to identify whether they are related to the data <br />communications link, the computer server, or the Customer's local network. SunGard <br />Public Sector shall provide sufficient server capacity for the duration of this ASP Agreement <br />to meet the reasonable performance requirements of the number of concurrent system <br />users provided for in this ASP Agreement.. <br />If the addition of users, unusually heavy use, or other factors require additional resources <br />for support of the Customer (e.g., hardware, software, people, data communications link, <br />etc.), SunGard Public Sector and the Customer will confer on the matter until a mutually <br />agreeable solution is identified. Customer is aware that if additional resources are required <br />for the support of the Customer, additional fees may apply. <br />Interfaces or Custom Reports. Interfaces, custom reports, special formats, and other <br />programming or set -up requests are not included in this ASP Agreement. <br />d. Support Hours and Charges. SunGard Public Sector's standard ASP support hours are 5 <br />a.m. — 5 p.m. (PST), Monday through Friday, with the exception of SunGard Public Sector <br />holidays. SunGard Public Sector responsibilities defined herein will be performed at <br />SunGard Public Sector's location. In the event that SunGard Public Sector assists the <br />Customer with activities outside the scope of responsibilities defined herein, the charge will <br />be based on SunGard Public Sector's rate then in effect. <br />In addition to SunGard Public Sector's standard ASP support hours, this ASP Agreement <br />includes Customer access to a 24 -hour Emergency Answering Service. In the event that <br />emergency systems -level assistance is required outside of SunGard Public Sector's <br />standard ASP support hours, please call the 24 -hour answering service at: (530) 230- <br />5039. The answering service will direct your call to the appropriate ASP support staff for <br />assistance. This answering service is only to be used for emergency systems -level <br />assistance and all other support should be directed to SunGard Public Sector's help desk <br />at 1.800.851.4800 or support@sungardps.com during SunGard Public Sector's standard <br />Helpdesk support hours. <br />e. Creation / Setup of New Users. SunGard Public Sector will set -up and create new users. <br />To effect changes, the Customer will submit a "Change of User" form provided by SunGard <br />Public Sector. Once received at SunGard Public Sector, the change will be completed <br />within two (2) business days. <br />SunGard Public Sector ASP Agreement City of Casselberry, FL CASS- 110617 -1 ASP OneSolution <br />Rev. 1.01.10 Page 10 of 13 <br />