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Positron Public Safety Systems <br />Page 18 of 20 <br />October 16, 2009 <br />This service is designed to provide 24x7 access to our customer call centre for product support. <br />It also provides remote diagnostics capabilities, allowing our technicians to dial in and troubleshoot remotely. <br />In the event that a problem cannot be corrected remotely, a Positron technician will be dispatched to the site in <br />order to remedy any critical service affecting issue. A mutually agreed upon response time will be negotiated <br />between Positron and the customer upon the award of the contract. <br />If the site has not contracted on-site maintenance services, the customer will then be charged for on-site <br />assistance at the current Positron labour and material rates plus air fare cost. <br />Please note that this service does not cover the cost of either Positron or third party hardware or software <br />components (except for the period of standard Warranty coverage and optional, additional Extended <br />Warranty or Software Evergreen coverages available for purchase from Positron). <br />Please note that Positron strongly recommends the purchase of this option as a value added service which <br />will provide full access to Positron's trained Help Desk technicians to assist with any issue resolution <br />required. Should this option not be selected, service calls made to Positron's Help Desk will be individually <br />charged at Positron's current rates. <br />Please note that for the yearly option an escalator factor of minimum 3 % on the previous year's total will <br />apply for subsequent years. <br />This service is designed to protect the customer's initial Software investment by maintaining optimized system <br />performance and functionality. The most recent versions of the purchased software product will be available <br />during the contract period to the customer's designated maintenance personnel who will be responsible for its <br />deployment at the site. <br />The Software Evergreen Program includes shipment of new software versions, minor and major releases, and <br />problem workarounds to be deployed by the customer's designated maintenance personnel. <br />Please note that this service does not apply to any third party software updates such as the Windows <br />operating system (O/S), and the Relational Data Base Management Software (RDBMS) MS SQL. <br />Please note that for the yearly option an escalator factor of minimum 3 % on the previous year's total will <br />apply for subsequent years. <br />6 This is a pre-paid and discounted service. <br />The information contained in this document is proprietary to <br />Positron and is offered solely for the purpose of evaluation. <br />Copyright 2009 Positron Public Safety Systems <br />CONFIDENTIAL <br />073045 - Cabarrus County, NC -Notes <br />F-6 <br />POSITRON <br />Pgs!rpf, FLC>f~c Sjlepy <br />Attachment number 3 <br />Page 172 <br />