UPGRADES
ALPINE will distribute any upgrades of the SOFTWARE to the CUSTOMER for the life of this agreement. Upgrades
include product enhancements and modifications. Upgrades do not include new modules developed by ALPINE.
Programs fixes to the SOFTWARE will be available through Internet download to CUSTOMER within two to four weeks
after they are discovered. Upgrades will be distributed upon CUSTCMER request as heeded and at least bi-annually.
TERMS
This SERVICE AGREEMENT is self renewing and ALPINE will submit a yearly invoice along with any changes to the
agreement. The CUSTOMER may elect to cancel the SERVICE AGREEMENT at anytime by notifying ALPINE with 30
(thirty) days notice. ALPINE must adhere to the following terms and conditions:
Critical Issue Support: Alpine will respond to phone calls within 1 hour from when customer notified Alpine of system
problem. Alpine will remotely connect and have the problem resolved within 4 hours of notification. If the remote
connection is not available 24 hours, seven days a week, this is not applicable. If remote connection is not available, then
other arrangements will have to be made.
Serious Issue Support: Alpine will respond to phone calls within 2 hours from when customer notified Alpine of system
problem. Alpine will remotely connect and resolve issue within 24 hours including the business day Alpine was notified of
the problem. If the remote connection is not available 24 hours, seven days a week, this is not applicable. If remote
connection is not available, then other arrangements will have to be made.
Standard issue Support: Standard support is available Monday through Friday, 8am-5:30pm. Most standard issues can be
resolved at the time of the call unless a Developer needs to get involved to look at it more in depth. Alpine will remotely
connect to resolve the problem. If remote connection is not available, then other arrangements will have to be made.
Note: Alpine has staff scheduled to cover support after hours, weekends and holidays. We are constantly monitoring any
support calls that come in and responding as needed.
TERMINATION
ALPINE may suspend performance and may terminate this service agreement granted if the CUSTOMER fails to make
payment of the service fee when due or if the CUSTOMER breaches its other abligations hereunder. The CUSTOMER
may terminate this service agreement if ALPINE breaches its obligations hereunder. Termination of this service
agreement will not relieve the CUSTOMER from complying with the restrictions contained herein.
Alpine Software Corporation Inc. Nashua Fire Rescue
By By
Richard J Schenkel Jr
Printed Name Printed Name
its President its
Date Date
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