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Pro Suite Contract Confidential and Proprietary CentralSquare Technologies, LLC | 29 Copyright © 2020 All Rights Reserved the Customer to schedule an agreeable time to occur during these time slots. 4.0 Support 4.1 General Support CentralSquare shall provide phone and email support for the Software licensed under this agreement and shall maintain a support center database to track any reported issues. No support will be provided for Software more than two versions back from the most recently released version. Support does not include custom programming services or training. Support is available 24 hours a day, seven days a week for CentralSquare Suite customers. 4.2 Remote Support The BeyondTrust/Bomgar and/or SecureLink remote support solutions shall be the method of remote access to customer systems and/or data. These solutions meet all requirements as contained in Section 5.5.6 of the FBI CJIS Security Policy (Remote Access). Use of either of these solutions enable customer agencies to remain CJIS compliant for purposes of FBI and/or state regulatory agency audits. VPN usage to connect to customer environments is prohibited. If previously contractually mandated, all costs associated with CentralSquare’s use of any technological device to mitigate against the risk of such connection shall be the responsibility of Customer. This includes but is not limited to jumpboxes, virtual machines, etc. Any access to Customer’s system and/or data shall be through the use of CentralSquare’s unique user SSO credentials, and all such access must be capable of being logged in accordance with FBI CJIS Security Policy. 4.3 Server Hardware Maintenance CentralSquare will maintain the Server Hardware necessary to host the Software. This does not include any hardware except the CentralSquare Technologies’ supplied Server Hardware. “Server Hardware Maintenance” is defined as ensuring the operating system and/or applications as installed are current and up to date. A standby server is available for purchase by customer. This server replicates the production environment and is available to the customer for use in the event of a hardware and/or software failure of the production server. The training server is similar to the production server but it is not a mirror image of same. The training server cannot be utilized as a production server or other means to support the agency with respect to the Pro application and/or interfaces thereto in the event of a hardware failure of the production server. In the event of a hardware and/or software failure, if the customer does not purchase a standby server, the customer acknowledges that the customer will be down for an extended period of time which could include, but not be limited to, an extended period of time while replacement hardware and/or software is attained and/or configured for use. 156