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Attachment A <br />b) Assistance from the Helpdesk during regular business <br />hours (8:00 a.m. -4:00 p.m.), Monday- Friday, for problems <br />with the System; <br />c) There will be no On -call assistance from the Helpdesk staff <br />for after -hours (M -F 4:00 p.m. to 8.a.m. and weekends) or <br />holiday problems with the System; After hours requests <br />will be handled through helpdesk voice mail or email on <br />the next following work day. <br />d) The SPFD will periodically receive upgraded software or <br />software patches for the Wireless Network from vendors <br />including updates or software patches to the supported <br />operating systems. System software upgrades or software <br />patches will be implemented as upgrades and patches <br />become available from vendors and as the SPFD decides <br />the upgrades or patches are suitable for the continued <br />successful operation of the System. The process for <br />installing upgrades or patches of software may require that <br />all or portions of the System be taken out of service for a <br />period of time. The SPFD will plan installation of software <br />upgrades during a regular workweek and hours, in a <br />manner so as to minimize the disruption to the operation of <br />the Wireless Network; <br />e) Periodically, the SPFD shall perform maintenance on or <br />will replace or repair hardware required for the Wireless <br />Network. The process for replacing or repairing hardware <br />may require that all or portions of the Wireless Network be <br />taken out of service for a period of time. The SPFD will <br />plan work on hardware during a regular workweek and <br />hours, in a manner so as to minimize the disruption to the <br />operation of the Wireless Network; <br />The SPFD reserves the right to select and install software <br />products required to operate the Wireless Network other <br />than the products originally specified in this Agreement. <br />This may mean the SPFD will change software products, at <br />its discretion based on cost, acceptable software and service <br />from vendors and compatibility with the Wireless Network. <br />Costs to the Customer Agency will not change without an <br />addendum to this Agreement or a new agreement; <br />g) The SPFD may, at its own discretion, select another vendor <br />for wireless services. The SPFD will notify the Customer <br />Agency of such a planned change in wireless vendors at least <br />60 days before such a change is made. By the end of the 60 <br />JPA City and Roseville Wireless CAD Agreement Page 5 of 13 <br />