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e <br />n roue <br />Excellence through Ownership <br />RJN GROUP, INC. MAINTENANCE AND SUPPORT AGREEMENT <br />Subject to the following terms and conditions RJN Group, Inc. referred to as "RJN" <br />agrees to provide to City of Eugene referred to as the "Client" maintenance and support <br />for CASS WORKS Licenses - Core (24), Sewer MM (24), Sewer PI (4), Storm MM <br />(24), Image Management (8), and documentation referred to as the "Program" for <br />operation on the Client's system as indicated below. . <br />1. TERM OF AGREEMENT <br />This Maintenance Agreement shall become effective when authorized in writing by <br />the Client on an annual basis at $1,250.00 per year. Maintenance and Support <br />services will begin on June 1, 2010 and will continue for 1 year. Receipt by RJN of <br />payment shall constitute authorization by Client. <br />2. AGREEMENT RENEWAL <br />RJN will provide written notice to the Client within 30 days of expiration of this <br />Agreement. At that time RJN will provide the Client with information pertaining <br />to any changes in Program support, cost, and /or scope. <br />RESPONSIBILITIES OF RJN <br />For Client's who purchased Oracle licenses through RJN (Application Specific <br />licenses), RJN will assist in resolving both Oracle errors and application specific <br />errors. For Client's who purchased Oracle licenses through Oracle (Full Use <br />licenses), RJN will assist in resolving application specific errors. RJN will provide <br />the Client with updates and maintenance releases to the Standard Program files that <br />are initiated by RJN for the client's current version. RJN will provide the Client <br />with telephone support on a 1 -800 toll free telephone line. Telephone, e-mail, and <br />dial -up support shall be available workdays from 8:00 AM to 5:00 PM CST. RJN <br />will make every effort to complete all agreed upon maintenance in a timely <br />manner. If problems cannot be resolved within a reasonable time over the <br />telephone, RJN will work with the Client to perform the following: <br />a) Define steps to duplicate and isolate the program or <br />data issue. <br />b) Using a remote internet connection to the Client's System, RJN will <br />attempt to duplicate and isolate the program or data issue. <br />C) RJN will assist the Client in preparing a Back -Up of the requested program <br />files and data (Oracle export) for in -house debugging by RJN Technical <br />Support. <br />d) At an additional expense, RJN will provide on site assistance on a time and <br />materials basis to duplicate, isolate, and correct the program or data issue. <br />www.dn.com <br />