Common use of Incident Management Clause in Contracts

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Provider.

Incident Management. For The following table includes definitions for incident management that will support the purposes services outlined in this Supplement. Item Short Name Definitions Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of this sectionthe incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management tool. Tier 2 CBTS Tier2 technicians will work with the customer to resolve the issue. Tier 3 If the issue cannot be resolved by Tier 2 technicians, the term “Incident” shall mean a material defect in ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the Hosted Servicesincident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, experienced by Customerthe incident is resolved, that prevents the Hosted Services from conforming in any material respect ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretionmanagement station, the applicable severity level of any reported Incident SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays in accordance contact with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about dispatched field engineer regarding the status of the repair. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is required, Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and any actions taken safety procedures in writing to dateCBTS prior to the start of such work. Where possibleIf escort or supervision of CBTS’ personnel is required, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incidentwill make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s). Customer is responsible for providing all Customer site preparation activities necessary for any additional supporting information required onsite installation. Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving the investigationincident within 15 minutes of incident verification. Throughout the escalation process, the SUPPORT GROUP updates the customer’s contact on the progress of repair as stated in the SLA. 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’ work schedule. This refers only to independent third- party arrangements for which CBTS is not an involved party. Incident Closure Once the work is complete, the SUPPORT GROUP notifies the customer about resolution of the incident. The SUPPORT GROUP confirms that the incident was fixed satisfactorily. Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed by CBTS. If required supporting documentation the Customer wishes to initiate a support case where an item is not providedcovered under a support contract, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. Howeversubject to CBTS and vendor charges, Service Provider reserves as applicable, to manage and resolve the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Providersupport case.

Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. However, Service Provider reserves the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process levels and contacts provided by Service Provider.

Incident Management. For All Host Agency issues will be recorded via the purposes of this sectionHost Agency IT ticketing system. CENTURION Agency specific issues will only be recorded if they are escalated to the Host Agency. Any issues discovered by a CENTURION Agency will be directed to that Agency’s CENTURION RMS Administrator to be resolved. If the issue cannot be resolved, a ticket will be submitted to the term “Incident” shall mean a material defect Host Agency for investigation and resolution. The Host Agency will follow all current procedures for critical tickets including communications utilizing the Problem Incident Report (PIR) guidelines. (See Appendix C: Service Level Agreement (SLA) for timing related to issues submitted.) The Host Agency will utilize their currently established SLA and NICHE’s contracted SLA. The Host Agency’s SLA is subject to change and any relevant updates that occur will be provided to all CENTURION Consortium members reflecting those changes. (See Appendix C) The Host Agency may monitor all connections to the CENTURION RMS environment to ensure operational performance and aid in troubleshooting in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises event of an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspendedincident. All Critical Incidents must be reported CENTURION Consortium members agree to Service Provider’s Service Desk via telephone following Incident creation on exchange data within the Service Desk portalCENTURION RMS and understand that sharing this data does not constitute ownership, but is shared, in an effort to provide associated services for their agency. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is CENTURION Agencies are responsible for providing the Host Agency verification of testing, accuracy, and schedules associated with implementation. The Host Agency will validate all data interfaces and schedule implementation based upon availability of resources. The Host Agency will monitor all data feeds for erroneous data and may reject or disconnect any additional supporting information required data feeds that are not meeting the quality of standard for the investigationHost Agency. If CENTURION Agencies are required supporting documentation is not providedto perform regular maintenance, timelines are suspended including all testing for upgrades and resolution could patches to ensure accuracy of data imports. Any suspicious data feeds/integrations may be delayed. Service Provider targets terminated without notice to resolve Incidents in accordance with ensure the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part integrity of the system to failCENTURION RMS for the Consortium. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by It is the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider expectation that CENTURION Agencies will provide a response good faith effort to Customer within 8 business hoursdeliver customized programming assistance to those agencies lacking IT structure. Response Service Provider All customized programming integrations with the CENTURION RMS will be required to be tested by the Host Agency and/or documentation provided to sufficiently meet the Host Agency IT and Change Advisory Board (CAB) approval prior to implementation. The Host Agency will provide a response regular database backup of the CENTURION RMS based upon their current guidelines. The Host Agency will backup Centurion RMS (NICHE) database and application servers online for six months and will be replicated to Customer within 8 business hoursthe Host Agency’s backup storage area network at the City of Temple’s EOC facility. Response Service Provider The Host Agency will also perform active monthly and yearly full backups; monthly where Veeam backup & Replication saves these backups to the long-term backup repository at the City of Temple’s EOC. These backups will be used for major disasters requiring full recovery, and not for individual records or partial recovery. The Host Agency does not have the resources to provide individual agency data feeds or replicated data specific to any Centurion Agency. Doing so would be at the Host Agency’s discretion. The Host Agency will provide a response to Customer within 8 business hoursan environment with high availability for the CENTURION RMS infrastructure. Resolution A work around or fix In addition, two secondary sites will be provided established and maintained as a fail over in the event the primary site is unavailable for accepted Incidents within 5 business daysan unacceptable period of time as determined by the Host Agency. Resolution A work around or fix The two secondary sites will be provided for accepted Incidents within 5 business dayslocated at the City of Killeen and Xxxx County Information Technology Data Centers. Resolution A work around or fix The Host Agency will be provided using the Veeam Orchestrator solution. The solution ensures IT service continuity and minimizes service disruption through automated failover and failback multi-site disaster recovery plans for accepted Incidents within 5 business daysplanned migrations, disaster avoidance, and disaster recovery. Low (P4) Incident – Little This will automate the fail-over to either the City of Xxxxxx or no effect on business functionality and no impact on business processingXxxx County Information Technology Data Centers. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents The Host Agency will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolvedfailing over unless there is a catastrophic outage, at which time, the Host Agency may call member agencies IT on-call personnel. However, Service Provider reserves The Disaster Recovery site is not expected to have the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with same level of performance as the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Providerprimary site.

Incident Management. For The following table includes definitions for incident management that will support the purposes services outlined in this Supplement. Item Short Name Definitions 1 Incident Verification The Support Desk verifies that there is an incident and Priority Level of this sectionthe incident. 2 Incident Identification The Support Desk isolates the source of the incident and attempts to resolve it through the appropriate management tool. 3 Tier 2 CBTS Tier 2 technicians will work with the customer to resolve the issue. 4 Tier 3 If the issue cannot be resolved by Tier 2 technicians, the term “Incident” shall mean a material defect in ticket will be assigned to Tier 3 OEM Engineering for resolution. 5 Collaborative CBTS engineers will work with customer and Support Desk monitoring for advanced troubleshooting and repair. 6 Incident Resolution The Support Desk uses its best efforts to resolve the Hosted Servicesincident within the parameters of the SLA. The Support Desk determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, experienced by Customerthe incident is resolved, that prevents the Hosted Services from conforming in any material respect ticket is closed, and the client is notified. 7 On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretionmanagement station, the applicable severity level of any reported Incident Support Desk dispatches either an internal or third- party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The Support Desk stays in accordance contact with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about dispatched field engineer regarding the status of the repair. 8 On-Site Incident Resolution Requirements If onsite work by CBTS or a third-party resource at Customer’s site(s) is required, Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and any actions taken safety procedures in writing to dateCBTS prior to the start of such work. Where possibleIf escort or supervision of CBTS’ personnel is required, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incidentwill make such arrangements so there is no delay upon CBTS’s arrival at Customer’s site(s). Customer is responsible for providing all Customer site preparation activities necessary for any additional supporting information required onsite installation. 9 Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The Support Desk or Engineering Team will later replace the workaround with a permanent fix at an appropriate time. 10 3rd Party Support If required, the Support Desk notifies the third-party responsible for resolving the investigationincident within 15 minutes of incident verification. Throughout the escalation process, the Support Desk updates the customer’s contact on the progress of repair as stated in the SLA. 11 3rd Party Support Requirements Customer shall be responsible for any third-party vendor’s timely performance so as not to delay CBTS’s work schedule. This refers only to independent third-party arrangements for which CBTS is not an involved party. 12 Incident Closure Once the work is complete, the Support Desk notifies the customer about resolution of the incident. The Support Desk confirms that the incident was fixed satisfactorily. 13 Customer-Provided Maintenance In the event that CBTS does not provide maintenance or warranty for vendor hardware/software, Customer shall provide vendor hardware/software maintenance to meet appropriate service level for term of contract. 14 3rd Party Support – CBTS is Warranty Agent CBTS will act as the authorized warranty agent with third-party vendors to initiate, monitor and communicate status of cases that fall within the scope of services delivered. CBTS requires that the Customer maintains active support contracts on all hardware and software managed by CBTS. If required supporting documentation the Customer wishes to initiate a support case where an item is not providedcovered under a support contract, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. Resolution A work around or fix will be provided within 4 business hours. High (P2) Incident – Limitations or restrictions to important functionality causing a specific part of the system to fail. Impact on a functional group. Solution required within 2 business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 2 business hours. Response Service Provider will coordinate an Incident team and provide a response to Customer within 1 business hour. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 2 business days. Resolution A work around or fix will be provided within 1 business day. Medium (P3) Incident – Inconvenience to perform business transactions; work around allows business processing to continue. Impacts few users. Solution required within several business days. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Response Service Provider will provide a response to Customer within 8 business hours. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Resolution A work around or fix will be provided for accepted Incidents within 5 business days. Low (P4) Incident – Little or no effect on business functionality and no impact on business processing. Very few users impacted. No time constraint on solution delivery. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Response Service Provider will provide a response to Customer within 2 business days. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Target Resolution Resolution to be provided on a case by case basis. Targeted Achievement Rate of 90% for the above timeframes Customer is responsible for formally closing an Incident that has been resolved. Howeversubject to CBTS and vendor charges, Service Provider reserves as applicable, to manage and resolve the right to close a resolved Incident nine (9) days after resolution if no feedback has been provided by Customer. Customer can escalate an Incident if it is dissatisfied with the way it is being handled. Customer may escalate Incidents using the Incident escalation process provided by Service Providersupport case.