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3. MAINTENANCE AND SUPPORT SERVICES. The Licensor will provide Maintenance and Support only with respect to use of the versions of the Software that are being supported by SCPDC. SCPDC will provide multi -site backup of permit issuance data and associated images such as building plans, reports, photos etc. for permits supported by the Software. SCPDC will provide 24 -hour service support and after hours cell numbers to be accessed through the IVR menu. SCPDC will offer new versions of MyPermitNow Software to the Licensee as those versions become available. Upon Licensee's request SCPDC will attempt to convert and import Licensee's current permit data for use with the Software. SCPDC will perform annual exports of Licensee's permit and inspection data in a CSV format. SCPDC will provide remote support for the storage of photos, building /permits documents, inspection reports, plan review files and associated miscellaneous records. Within the capabilities of the SCPDC Software, and upon Licensee's request, SCPDC will provide Licensee with customized reports. The Licensee will be expressly forbidden from creating add -ons or feature changes to that version or disclose the source code to any third party. 3.1 LEVELS OF MAINTENANCE AND SUPPORT. Maintenance and Support is available at the following Response Times: (i) Support Call (Tier 3): response time is three (3) hours, for patch or work - around response time is next day, fixed or documented in next major product release (ii) Support Call (Tier 2): response time is six (6) hours, for patch or work - around response time is within five (5) business days, fixed or documented in next major product release; (iii) Support Call (Tier 1): one (1) business day, problem documented and input for consideration in next major product release. 3.2 BASIC MAINTENANCE. Basic Maintenance means that SCPDC will provide during SCPDC's standard hours of service: (i) Updates and Minor Updates, when and if available, and related on -line Documentation, and (ii) telephone assistance with respect to the use of Software, including: (a) clarification of functions and features of the Software; (b) clarification of the Documentation; (c) guidance in the use of the Software; and (d) error verification, analysis and correction to the extent possible by telephone. SCPDC's standard hours of service are Monday through Friday, 8:00 a.m. to 4:30 p.m., CST except for holidays as observed by SCPDC. 3.3 ON -SITE ASSISTANCE. At SCPDC's discretion, SCPDC can decide to provide Maintenance and Support at the Licensee Site with the Licensee's prior approval. In such event Licensee will reimburse SCPDC for all reasonable and agreed upon traveling expenses and costs for hotel, rental vehicle, and airline travel costs. SCPDC agrees that they will provide staff for onsite training within the first 6 months of the term of the agreement at a mutually agreed upon date and time. Licensee agrees to reimburse the abovementioned costs for this training as well.