SaaS Software Maintenance Acceptance Period. Unless otherwise agreed to by City on a case-by-case basis, for non-emergency maintenance, City shall have a twenty (20) business day period to test any maintenance changes prior to Contractor introducing such maintenance changes into production. If the City rejects, for good cause, any maintenance changes during the SaaS Software Maintenance Acceptance Period, Contractor shall not introduce such rejected maintenance changes into production. At the end of the Maintenance Acceptance Period, if City has not rejected the maintenance changes, the maintenance changes shall be deemed to be accepted by City and Contractor shall be entitled to introduce the maintenance changes into production.
SaaS Software Maintenance Acceptance Period. Unless as otherwise agreed to by City on a case-by-case basis, for non-emergency maintenance City shall have a twenty (20) business day period to test any maintenance changes prior to Contractor introducing such maintenance changes into production. In the event that City rejects, for good cause, any maintenance changes during the SaaS Software Maintenance Acceptance Period, Contractor shall not introduce such rejected maintenance changes into production. At the end of the Maintenance Acceptance Period, if City has not rejected the maintenance changes, the maintenance changes shall be deemed to be accepted by City and Contractor shall be entitled to introduce the maintenance changes into production. SaaS Hardware: Contractor will use commercially reasonable efforts to ensure that all hardware (including servers, routers, and other related equipment) on which the applications are deployed are attached to backup power systems sufficient to maintain the site’s availability for so long as any power outage could reasonably be expected to occur, based on the experience of Contractor at its deployment location and consistent with the Tier rating of the datacenter. City Responsibilities Contractor shall provide technical support for SaaS Severity Xxxxx 0 and Severity Level 2 Issues, 24 hours per day; seven (7) days per week; 365 days per year. City shall provide Contractor with timely notification of any SaaS Issues by either of these methods: Contacting Contractor’s Customer Support at 1-800-xxx-xxxx. By entering the problem on the Contractor Service Portal. Notifications can be submitted through the City Portal. This is the preferred method by which to contact Contractor. If City cannot readily access the Contractor portal, City may contact Contractor at the “800” number listed above. Support for Problem Investigation. City shall support all reasonable requests by Contractor as may be required in problem investigation and resolution.
