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Exhibit F— Cloud Hosting Services & Software as a Service
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This Exhibit F- Service Provider’s Software as a Service Statement of Services shall be incorporated
in and governed by the terms of that certain Master Software as a Service Agreement by and between
(“Subscriber“) and (“Service Provider”) dated [the effective date of the invoice as amended (the
“Agreement’”). Unless expressly provided for in this Exhibit F in the event of a conflict between the
provisions contained in the Agreement and those contained in this Exhibit F, the provisions contained
in this Exhibit A shall prevail.
Services Description. The Service Provider shall provide to the Subscriber, 24/7 365 day a year
access to the cloud-based system, maintained on servers managed by the Service Provider with the
exception of down time needed to perform scheduled maintenance. The system, CIVIC gov, is a
web-based system based on the Linux, Apache, MySql, PHP, (LAMP) environment.
Start Date and End Date. Beginning on the first day of the invoice date and continuing for a 12
month period. These dates represent the term of the Services. The Services are not required until
after Customization / Integration Services, Training Services, etc. are completed, therefore the
Start Date for the Services may be later than the Start Date of the Implementation invoice.
Authorized Users and Services Fees. Authorized users are those identified by the municipality as
needing system access. External Accounts are accounts limited to owners of property within the
municipality’s defined geographical limits and contractors who are identified as the contractor of
record for identified properties (access provided by Citizen Portal).
Storage Threshold(s). The initial configuration is included in the specific proposal. Data
maintained in excess of that storage space shall incur additional charge.
Storage Fees. Storage fees for data stored in excess of the storage threshold shall be billed
annually. This rate is subject to change. Subscriber shall be notified 30 days in advance of any
rate change and shall be notified with 2 days of the data threshold event.
Technical Support Description. Service Provider will provide to Subscriber telephone and an
online support system as identified in the subscription services agreement. Technical Support will
include any research and resolution activity performed by Service Provider.
a) Request for Technical Support. Authorized Users will make Technical Support requests by
emailing Service Provider’s staff at support@wagsys.com, built-in support ticket system or
phone. The Technical Support staff shall assign to the request the Problem Severity Level (as
defined herein) indicated by the requestor. Any request made directly to staff cell phones or by
calling other company numbers does not meet the requirements of a technical support request
and the Service Provider cannot guarantee a response time. All support requests submitted via
the email system will be responded to quickly. The Service Provider will make every
reasonable attempt to respond to the customer with 120 minutes of the email or support ticket
being received by the Service Provider.
b) Problem Severity Levels 1 and 2 Response and Resolution. For Technical Support requests not
made by email, within the Request Response Time of such a request, Service Provider shall
