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Appendix E - Maintenance and Support Agreement
SOFTWARE MAINTENANCE AND SUPPORT AGREEMENT
Interware Development Gompany, Inc.™ (1DC") Located at 199 Route 101; Building 7A; POB 6240 Amherst, NH 03031
agrees to provide and The City of Nashua located 229 Main Street, Nashua, NH 03060 (hereinafter referred to as “Client)
agrees to purchase maintenance service for IDC’s CLERKWORKS® Software’).
1
DEFINITION
4.4 “Principal Period of Maintenance (“PPM”) shall mean that period of time between 8:00 a.m:and 5.00 p.m..
Eastern Standard Time, Monday through Friday, (except national holidays listed in section 1.4) during which IDC’s
Technical Service Representatives are available for assistance and to answer Glient: Teavests recognized by IDC:
Helpline recordings may be made during the PPM when Helpline Operators or Technical Service Representatives
are not available and the call report will be logged and responded to by appropriate” personnel as soon as possibile.
1.2 “On-Site PPM Support” is defined as the on-site PPM support that is provided at the Clients’ facilities. If IDC
determines on-site support is required the support will be provided in accordance with local time zone practices,
13 “Coverage - Window” is defined as that. period of time commencing on: the Coverage Start Date and
terminating on the Coverage End Date as specified below. The Coverage Start Date commences on the date of
the execution of the.contract.
14 “National Holidays” are New Year's Day; Martin Luther King, Jr: Day; George Washington’ § Birthday
Memorial Day; independence Day; Labor Day; Veteran's Day; Thanksgiving and the day after: Christmas Day. The
exact day is based on the day observed by financial institutions in New Hampshire.
COVERED SOFTWARE | |DC shall provide maintenance services fo Client for Software during the Coverage
Window.
TERMINATION
3.4 Subject to the provisions set forth in the Professional Services: Agreement, including the appendices,
services provided hereunder shail terminate on the “Coverage End” date, unless. otherwise terminated by Client or
IDC with na less than thirty (30) days prior written notice after the first year. Written notification must be sent to:
interware Development Company, Inc. ™ The City of Nashua
199. Route 101: Building 7A; POB 6240
Amherst, NH 03031 Street 229 Main Street
Nashua, NH 03833.
Attn: President Patricia Piecuch, City Clerk
Client's termination of this Agreement any time during the Coverage Window shall result in the forfeiture of entire
prepayment. Termination by Client would act as a complete termination of all obligations of Client to IDC. If 1DC
terminates this Agreement during a valid Coverage Window, IDC will prormptly refund to Client the prorated.
amount for any prepaid. service period remaining.
