After Hours/Holiday/Weekend Support. If the request for a support call is made outside the aforementioned normal business hours, and the County has a Priority 2 or 3 issue, a callback will be made no later than the next business day. If the County has a Priority 1 issue, County will state the issue and severity thereof in its e-mail or voicemail. County’s issue will be escalated to the on-call Technical Support Engineer who will respond to the issue within four (4) hours, at which time a status update in the form of a telephone call or e-mail will be made to the reporting party. Status updates will be made every four (4) hours until the issue is resolved to the County’s satisfaction. SUPPORT CLASSIFICATIONS ⮚ Priority 3 – Product feature and/or administration questions (low severity). ⮚ Priority 2 - Minor feature/product failure, convenient workaround exists. This may require servicing or repair of one or more components. If service or repair is required, Contractor will issue a Return Merchandise Authorization (RMA) number and instruct County representative to return the defective components to Contractor or a designated service center or third party provider. Advance replacement of components will be at the discretion of Contractor. ⮚ Priority 1- Product or major feature failure or data corruption. The system is not operational or useable by County. Resolution times may vary depending on the nature of the problem and County representative’s availability. Upon notification, Contractor will continue to provide technical support and corrective actions to resolve the issue. Status updates will be made every four (4) hours until the issue is resolved to the County’s satisfaction at which point the County will request that the trouble ticket be closed. ATTACHMENT B
