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14 FIREHOUSE Software's A Xerox Solution Applicable Charges, under "Data Transfer." Any conversion of data for porting to other applications, including conversion to spreadsheet format, will not be provided under this Agreement. • All Customer data located on Xerox computers in Xerox Data Center /s will be backed up routinely, professionally and daily and stored in secure off -site locations; retrievable by Xerox for Customer for any contingencies. • Xerox shall be authorized to view and use all reports, data, or other material prepared by it for the Customer under this Agreement, but shall not disclose, nor permit disclosure of, any information designated by Customer as confidential, except authorized recipients as specifically and in writing designated by Customer. 4.0 Professional Support Services • Xerox Software, subject matter expert and Network Services staff will be available daily from 7:00 am to 7:00 pm (CST), Monday through Friday (other than Xerox holidays) via toll free 800 support number. Call -back time from Xerox support will average at or under I hour. • All monitoring of the XeroxWide Area Network communications environment and continuous operations, Xerox remote data Center operations and security, and secure back -ups and remote storage of Customer Data will be responsibility of Xerox. • There will be no on -site visits by Xerox staff on Customer locations. Should Customer request such visits for any reason, Xerox will be entitled to compensation for the hours worked (as well as reasonable travel time), as well as reimbursement for travel and living expenses. Services will be billable at the then current Xerox labor rate, but not initiated without the written consent of Customer. • Troubleshooting, repair, and replacernent of Xerox provided equipment listed in section 2.0 above. Note: The removal of Spyware, Adware, Data Mining, and other infections are outside the scope of these support services and may incur standard time /material support charges. Customer will not incur any additional charges without prior written approval. 5.0 Customer Responsibilities While Xerox will provide the account management, staffing, and computer hardware and software resources to provide the required services, Customer agrees to provide the following resources to support this effort: • Identify the Customer Contract Administrator who will be the main contact for the Xerox Account Manager, for all service delivery issues. • Identify Customer personnel in each department that can be the key contacts for the Xerox support team with regard to the specific software applications and functions related to the Xerox services. A Xerox Solution — North Olmsted Fire Department FIREHOUSE Software Agreement Agreement for Hosting Services - Confidential