Common use of MAINTENANCE SERVICE AND SUPPORT Clause in Contracts

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service and Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that will be taken by County for Response Time (MTTR), Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity Levels 1 and 2 are based upon voice contact by City, as opposed to written contact by e-mail, facsimile or letter. Should delays by City prevent scheduling of downtime to resolve an issue, County will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systems 1.2 The City Agency Administrator or IT Representative shall conduct a preliminary error review to verify a problem, determine if such is the direct result of a defect in Hardware, Software, or other and the direct conditions under which the problem occurred, identify the applicable urgency rating scale by which errors, problems, and other issues are scheduled (“Severity Level”), and ascertain that errors are not due to an external system, data link between systems, or network administration issue prior to contacting County. 1.3 City shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the Severity Levels defined above. Severity Level 1 or 2 problems should be reported verbally to the County by City IT Representative or Agency Administrator. County may modify the initial Severity Level (upgrade or downgrade), in which event County will notify the City of the change in Severity Level of any City-reported problem. 1.4 County shall provide telephone support for maintenance issues 24 hours per day, 7 days a week (24 x 7). 1.5 All requests for support for the products specified in this Exhibit will be logged with the County Customer Support Center (“CSC”) via telephone at 0-000-000-0000 or email at xxxxxxxx@xxxxxxx.xxx 1.6 County will provide City with a resolution within the appropriate Resolution Time and in accordance with the assigned error Severity Level when County diagnostics indicate that the error is present. Additionally, County will verify: (a) the hardware and software are being operated in conformity to the System Specifications, (b) the hardware and software are being used in a manner for which they was intended or designed, and (c) that the hardware and Software are being used only with County approved hardware and software. Resolution Time period shall not begin to run until such time as the verification procedures have been completed. County will continue to provide service support under this Interlocal Agreement until final resolution is determined. 1.7 Should County determine that it is unable to correct such reported error within the specified Resolution Time, County will upgrade and escalate its procedure and assign such personnel or designee to correct such error. This will include automatic problem call escalation to appropriate levels of County management. 1.8 County will extend, to the extent permitted under applicable maintenance or service agreements, any and all maintenance service provided to County by the maintenance or service provider to City provided that: a) Any third party hardware, software, and any other related supplies shall conform to any and all applicable industry approved technical, functional, and performance specifications; b) The System is free of modifications and alterations which have not been pre-approved by County. c) The System has not been subject to any misuse and/or abuse, whether negligent, intentional or otherwise. 1.9 Unless otherwise specified herein, any and all suspected errors will be investigated and corrected at County facilities. County shall decide whether on-site correction of any hardware and software error is required. 1.10 Any third party equipment supplied by County to City shall be subject, to the extent permitted under applicable agreements, to the manufacturer’s warranty for that equipment.

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service 4.5.1 The contractor must submit a detailed explanation of the maintenance and repair plan. If the problem involved is an equipment failure, MCSO shall be provided a root cause analysis report within thirty (30) days of the incident. Contractor VVS is centrally monitored and managed through the most comprehensive maintenance and repair network in the corrections industry. Monitoring begins with our state-of-the-art Network Operations Center (NOC), extends to our Technical Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that Center, and on-site maintenance will be taken handled by County for Response Time (MTTR)the on-site administrators assigned to MCSO supplemented by field services technicians strategically located to provide any additional support needed. VVS is constantly monitored by Contractor employees from our NOC at our headquarters location in the metropolitan Dallas, Resolution TimeTexas, area. This service center is staffed 24x7x365 by network experts who are certified in the systems and Resolution Procedure for reported errors. Response Times for Severity Levels 1 software used to monitor all SCP functions and 2 are based upon voice contact by Cityequipment, as opposed to written contact by e-mailwell as the associated network. The NOC maintains failure reports, facsimile or letter. Should delays by City prevent scheduling of downtime to resolve an issue, County will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systems 1.2 The City Agency Administrator or IT Representative shall conduct a preliminary error review to verify a problem, determine if such is the direct result of a defect in Hardware, Software, or other and the direct conditions under which the problem occurred, identify the applicable urgency rating scale by which errors, problemsservice history, and other issues are scheduled (“Severity Level”)diagnostic information, and ascertain that errors are not due to an external system, data link between systems, or network administration issue prior to contacting County. 1.3 City shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the Severity Levels defined above. Severity Level 1 or 2 problems should which will be reported verbally available to the County by City IT Representative or Agency Administratorwhen requested. County may modify The NOC will maintain the initial Severity Level (upgrade or downgrade), in which event County will notify the City of the change in Severity Level of any City-reported problem. 1.4 County shall provide telephone support names and contact information for maintenance issues 24 hours per day, 7 days a week (24 x 7). 1.5 All requests for support for the products specified in this Exhibit each Contractor employee supporting Maricopa County. They will be logged with accountable for any actions required to prevent or repair any outages. Contractor will follow the County Customer Support Center (“CSC”) via telephone at 0-000-000-0000 County’s protocols for communicating outages or email at xxxxxxxx@xxxxxxx.xxx 1.6 County will provide City with repair actions in the unlikely event these occur. Contractor proactively identifies potential system and network abnormalities through a resolution within the appropriate Resolution Time and in accordance with the assigned error Severity Level when County diagnostics indicate that the error is present. Additionallycentralized diagnostic application, County will verify: (a) the hardware and software are being operated in conformity to the System Specifications, (b) the hardware and software are being used in a manner for which they was intended or designed, and (c) that the hardware and Software are being used only with County approved hardware and software. Resolution Time period shall not begin to run until such time as the verification procedures have been completed. County will continue to provide service support under this Interlocal Agreement until final resolution is determined. 1.7 Should County determine that it is unable to correct such reported error within the specified Resolution Time, County will upgrade and escalate its procedure and assign such personnel or designee to correct such errorOrion by Solar Winds. This will include automatic problem call escalation network management software allows Contractor personnel to appropriate levels of County management. 1.8 County will extend, to the extent permitted under applicable maintenance or service agreements, any and continuously monitor all maintenance service provided to County by the maintenance or service provider to City provided that: a) Any third party hardware, software, and any other related supplies shall conform system metrics. Through our network monitoring practices, we are able to any complete the following functions: • Enable proactive repairs to a system to prevent it from going down. Many times corrections are made before a system shows signs of an issue and all applicable industry approved technical, functional, before the facility is aware of a problem. This means less down time and performance specifications; b) The System is free of modifications and alterations which have not been pre-approved by County. c) The System has not been subject to any misuse and/or abuse, whether negligent, intentional increased system reliability for the facility. • Alert remote or otherwise. 1.9 Unless otherwise specified herein, any and all suspected errors will be investigated and corrected at County facilities. County shall decide whether on-site correction engineers of any hardware and software error is required. 1.10 Any third party equipment supplied by County to City shall be subject, system threshold inconsistencies or alarms. If detected: o Alerts are sent to the extent permitted under applicable agreementsNOC to track the event. o The NOC communicates with engineers through email, short message service (SMS), or directly through a wireless phone to address the manufacturer’s warranty issue. • Receive real time alerts when the system detects an error. o Identifies if the network elements health threshold has been exceeded or if any other potential system issue has been discovered. o Establishes volume thresholds for each transport carrier on core node equipment at each data center, alerting Contractor personnel of possible carrier network issues. • Monitor call traffic patterns, bandwidth detail, and network life cycle management to ensure sufficient resources are in place. A separate capacity engineering team reviews call traffic volume reports and storage requirements throughout all systems. • Centrally monitor all calling traffic and reporting to determine if increase or decreases in the number of telephones are needed. Upon agreement by the County, the service and operations team will install any additional telephones required. The Contractor NOC uses the Orion network monitoring application to constantly check the system to ensure optimum performance and to anticipate the need for additional network or capacity. Visual monitoring in our NOC is achieved through the use of several key screens that equipmentare constantly updated and monitored by our personnel in our NOC. The NOC can contact the Technical Support Center (TSC) if it determines that another level of technical support may be needed to address issues or concerns. This action could involve dispatching a Field Services Technician to a Maricopa County facility.

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service and Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that will be taken by County for Response Time (MTTR), Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity Levels 1 and 2 are based upon voice contact by City, as opposed to written contact by e-mail, facsimile or letter. Should delays by City prevent scheduling of downtime to resolve an issue, County will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systems 1.2 The City Agency System Administrator or IT Representative shall conduct a preliminary error review to verify a problem, determine if such is the direct result of a defect in Hardware, Software, or other and the direct conditions under which the problem occurred, identify the applicable urgency rating scale by which errors, problems, and other issues are scheduled (“Severity Level”), and ascertain that errors are not due to an external system, data link between systems, or network administration issue prior to contacting County. 1.3 City shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the Severity Levels defined above. Severity Level 1 or 2 problems should be reported verbally to the County by City IT Representative or Agency System Administrator. County may modify the initial Severity Level (upgrade or downgrade), in which event County will notify the City of the change in Severity Level of any City-reported problem. 1.4 County shall provide telephone support for maintenance issues 24 hours per day, 7 days a week (24 x 7). 1.5 All requests for support for the products specified in this Exhibit will be logged with the County Customer Support Center (“CSC”) via telephone at 0-000-000-0000 or email at xxxxxxxx@xxxxxxx.xxx 1.6 County will provide City with a resolution within the appropriate Resolution Time and in accordance with the assigned error Severity Level when County diagnostics indicate that the error is present. Additionally, County will verify: (a) the hardware and software are being operated in conformity to the System Specifications, (b) the hardware and software are being used in a manner for which they was intended or designed, and (c) that the hardware and Software are being used only with County approved hardware and software. Resolution Time period shall not begin to run until such time as the verification procedures have been completed. County will continue to provide service support under this Interlocal Agreement until final resolution is determined. 1.7 Should County determine that it is unable to correct such reported error within the specified Resolution Time, County will upgrade and escalate its procedure and assign such personnel or designee to correct such error. This will include automatic problem call escalation to appropriate levels of County management. 1.8 County will extend, to the extent permitted under applicable maintenance or service agreements, any and all maintenance service provided to County by the maintenance or service provider to City provided that: a) Any third party hardware, software, and any other related supplies shall conform to any and all applicable industry approved technical, functional, and performance specifications; b) The System is free of modifications and alterations which have not been pre-approved by County. c) The System has not been subject to any misuse and/or abuse, whether negligent, intentional or otherwise. 1.9 Unless otherwise specified herein, any and all suspected errors will be investigated and corrected at County facilities. County shall decide whether on-site correction of any hardware and software error is required. 1.10 Any third party equipment supplied by County to City shall be subject, to the extent permitted under applicable agreements, to the manufacturer’s warranty for that equipment.

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service and Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that will be taken by County COUNTY for Response Time (MTTR), Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity Levels 1 and 2 are based upon voice contact by CityCITY, as opposed to written contact by e-mail, facsimile or letter. Should delays by City CITY prevent scheduling of downtime to resolve an issue, County COUNTY will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systemsSystems 1.2 The City Agency CITY System Administrator or IT Representative shall conduct a preliminary error review to verify a problem, determine if such is the direct result of a defect in Hardware, Software, or other and the direct conditions under which the problem occurred, identify the applicable urgency rating scale by which errors, problems, and other issues are scheduled (“Severity Level”), and ascertain that errors are not due to an external system, data link between systems, or network administration issue prior to contacting CountyCOUNTY. 1.3 City CITY shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the Severity Levels defined above. Severity Level 1 or 2 problems should be reported verbally to the County COUNTY by City IT CITY Representative or Agency System Administrator. County may modify COUNTY will notify the initial CITY if COUNTY makes any changes in Severity Level (upgrade or downgrade), in which event County will notify the City of the change in Severity Level ) of any CityCITY-reported problem. 1.4 County COUNTY shall provide telephone support for maintenance issues 24 hours per day, 7 days a week (24 x 7). 1.5 All requests for support for the products specified in this Exhibit will be logged with the County COUNTY Customer Support Center (“CSC”) via telephone at 0-000-000-0000 or email at xxxxxxxx@xxxxxxx.xxx 1.6 County COUNTY will provide City CITY with a resolution within the appropriate Resolution Time and in accordance with the assigned error Severity Level when County COUNTY diagnostics indicate that the error is present. Additionally, County COUNTY will verify: (a) the hardware Hardware and software are being operated Software operates in conformity to the System Specifications, (b) the hardware Hardware and software are Software is being used in a manner for which they it was intended or designed, and (c) that the hardware Hardware and Software are is being used only with County COUNTY approved hardware and softwareHardware or Software. Resolution Time period shall not begin to run until such time as the verification procedures have been completedoccur. County COUNTY will continue to provide service support under this Interlocal Inner Local Agreement until final resolution is determined. 1.7 Should County COUNTY determine that it is unable to correct such reported error within the specified Resolution Time, County COUNTY will upgrade and escalate its procedure and assign such personnel or designee to correct such error. This will include automatic problem call escalation to appropriate levels of County managementCOUNTY Management. 1.8 County will extend, to the extent permitted under applicable maintenance or service agreements, any Any and all maintenance service Maintenance Service provided to County by for herein shall be warranted under the maintenance or service provider to City provided thatfollowing terms and conditions: a) Any third Third party hardware, software, and any other related supplies shall conform to any and all applicable industry approved technical, functional, and performance specifications; b) The System is free of modifications and alterations which have not been pre-approved by CountyCOUNTY. c) The System has not been subject to is free of any evidence of negligence, misuse and/or abuse, whether negligent, intentional or otherwise. 1.9 Unless otherwise specified herein, any and all suspected errors will be investigated and corrected at County facilitiesCOUNTY Facilities. County COUNTY shall decide whether on-site correction of any hardware Hardware and software Software error is required. 1.10 Any third party equipment supplied by County to City COUNTY shall be subject, to the extent permitted under applicable agreements, to guaranteed by the manufacturer’s warranty for that equipment.

MAINTENANCE SERVICE AND SUPPORT. 1.1 Maintenance Service and Support being provided are based on the Severity Levels as defined below. Each Severity Level defines the actions that will be taken by County for Response Time (MTTR), Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity Levels 1 and 2 are based upon voice contact by CityBSO, as opposed to written contact by e-mail, facsimile or letter. Should delays by City BSO prevent scheduling of downtime to resolve an issue, County will not be held responsible for Resolution time frames listed below. SEVERITY LEVEL DEFINITION MTTR (Mean Time To Respond) TARGET RESOLUTION 1 Failure/Outage occurs when the system is not functioning which prohibits continuance of mission critical operations. ≤30 minutes of initial voice notification* Resolve within 24 hours of initial notification* 2 Failure occurs when an element in the system is not functioning that does not prohibit continuance of normal daily operations. ≤ 24 business hours of initial voice notification.* Resolve within 5 standard business days of initial notification* 3 An Inconvenience occurs when software or hardware causes a minor disruption in the way tasks are performed but does not stop workflow. ≤48 business hours of initial notification Resolution determined on a case by case basis. *Does not apply to “READ-ONLY” CAD systems 1.2 The City BSO Agency Administrator or IT Representative shall conduct a preliminary error review to verify a problem, determine if such is the direct result of a defect in Hardware, Software, or other and the direct conditions under which the problem occurred, identify the applicable urgency rating scale by which errors, problems, and other issues are scheduled (“Severity Level”), and ascertain that errors are not due to an external system, data link between systems, or network administration issue prior to contacting County. 1.3 City BSO shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the Severity Levels defined above. Severity Level 1 or 2 problems should be reported verbally to the County by City BSO IT Representative or Agency Administrator. County may modify the initial Severity Level (upgrade or downgrade), in which event County will notify the City BSO of the change in Severity Level of any CityBSO-reported problem. 1.4 County shall provide telephone support for maintenance issues 24 hours per day, 7 days a week (24 x 7). 1.5 All requests for support for the products specified in this Exhibit will be logged with the County Customer Support Center (“CSC”) via telephone at 0-000-000-0000 or email at xxxxxxxx@xxxxxxx.xxx 1.6 County will provide City BSO with a resolution within the appropriate Resolution Time and in accordance with the assigned error Severity Level when County diagnostics indicate that the error is present. Additionally, County will verify: (a) the hardware and software are being operated in conformity to the System Specifications, (b) the hardware and software are being used in a manner for which they was intended or designed, and (c) that the hardware and Software are being used only with County approved hardware and software. Resolution Time period shall not begin to run until such time as the verification procedures have been completed. County will continue to provide service support under this Interlocal Agreement until final resolution is determined. 1.7 Should County determine that it is unable to correct such reported error within the specified Resolution Time, County will upgrade and escalate its procedure and assign such personnel or designee to correct such error. This will include automatic problem call escalation to appropriate levels of County management. 1.8 County will extend, to the extent permitted under applicable maintenance or service agreements, any and all maintenance service provided to County by the maintenance or service provider to City BSO provided that: a) Any third party hardware, software, and any other related supplies shall conform to any and all applicable industry approved technical, functional, and performance specifications; b) The System is free of modifications and alterations which have not been pre-approved by County. c) The System has not been subject to any misuse and/or abuse, whether negligent, intentional or otherwise. 1.9 Unless otherwise specified herein, any and all suspected errors will be investigated and corrected at County facilities. County shall decide whether on-site correction of any hardware and software error is required. 1.10 Any third party equipment supplied by County to City BSO shall be subject, to the extent permitted under applicable agreements, to the manufacturer’s warranty for that equipment.