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

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

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