R2024-07 Resolution Approving the Purchase of Faster Asset Solutions Cloud Based Fleet Management Software

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Schedule B: Software Upgrades & Support Agreement 1. Software Upgrades &Support will consist of: (i). Upgrades to the FASTER Web software and custom deliverables listed in any Statement of Work; (ii). Correction of defects to keep the software in conformance with the applicable user documentation; and (iii). Support listed in Section 4. 2. Software Upgrades: a. Software upgrades are regularly scheduled and implemented by FASTER to all customers with current Software Upgrades &Support Agreements (i.e., it cannot have expired). Software Upgrades&Support provides the following upgrade benefits: i. Upgrades to FASTER Web: Each new version release is included under this Agreement. ii. Upgrades to Add-on Products and Customizations: All Add-on Products and customizations will be upgraded to function with new versions of FASTER Web. 3. Software Defects:Software Upgrades&Support covers issues or problems that are the result of verifiable, replicable errors(FASTER will use all reasonable means to verify and replicate) in the software ("Verifiable FASTER Defect").An error will be a Verifiable FASTER Defect only if it constitutes a material failure by the software to function in accordance with the applicable software documentation. This documentation encompasses FASTER Web, and, if custom deliverables are included in Schedule E,the associated detailed Requirements Document. 4. FASTER Software Support Coverage and Policies Overview FASTER Support Services are set forth in this Software Upgrades & Support Agreement. During the term of this Agreement, FASTER will provide the following support services if the Licensed Software does not operate substantially in accordance with the documentation. Support will be handled via phone, email, and the internet when FASTER support personnel are not at Customer's site. The infrastructure for this plan is a request tracking system used to facilitate the process of tracking and resolving customer needs and issues. Every service request is logged into the system and is accessible by FASTER support representatives. • Full-service support hours are weekdays from 7:30 AM — 6:00 PM Eastern Time, except for holidays. • On call support personnel are available 24/7/365 to handle Urgent and High severity issues outside of standard business hours. • All support cases are entered in the FASTER tracking system, assigned a case number, and documented via email with a response and case number sent to Customer. Assignment of Service Request Severity When Customer has opened a service request and reaches customer support,the FASTER associate will assess the severity of the request based on Customer's description of the issue.