Common use of Services and Monthly Support Case Report Clause in Contracts

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. below Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE JUDICIAL COUNCIL with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE JUDICIAL COUNCIL Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE JUDICIAL COUNCIL for each Defect and the table set forth belowbelow [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE JUDICIAL COUNCIL or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. : Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect Level 1 Severity Level 1 defect exists if: (i) a A critical component of a service, Deliverabledeliverable, Licensed Software licensed software or other item of Work work has stopped, or is so severely impacted that the Work work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, JBE and there is no Workaround workaround available for the foregoing; , or (ii) data Data is corrupted, corrupted or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 Standard maintenance and support hours per dayand outside business hours via emergency contact. No more than 30 minutes; Contractor shall advise the Court if Contractor is unable to respond within this time period 2 hours, 7 days per week 30 minutes if not dependent on 3rd-party resolution and SLA’s Severity Level 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect Level 2 defect exists if: (i) a A critical component of a service, Deliverabledeliverable, Licensed Softwarelicensed software, or other item of Work work is unavailable or will not work but a Workaround workaround is available; or (ii) a A noncritical component of a service, Deliverabledeliverable, Licensed Software licensed software or other item of Work work is unavailable or will not work and there is no Workaroundworkaround. Standard M&S Hours maintenance and support hours 30 minutes minutes; Contractor shall advise the Court if Contractor is unable to respond within this time period One Business Day business day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect Level 3 Severity Level 3 defect exists if: if the noncritical component result is not as expected but a Workaround workaround for the item of Work work is available and there is no significant impact to the end user. Standard M&S Hours maintenance and support hours 2 hours 120 hours hours; Contractor shall advise the Court if Contractor is unable to respond within this time period Five business days Severity Level 4 All Defects defects other than Severity Xxxxx 0 XxxxxxxLevel 1 defects, Xxxxxxxx Xxxxx 0 Defects Severity Level 2 defects, and Severity Level 3 Defects defects (e.g., minor or cosmetic Defectsdefects). Workarounds are available. Standard M&S maintenance and support Hours 2 hours hours; Contractor shall advise the Court if Contractor is unable to respond within this time period 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. below Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth belowbelow [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JBE business and technical requirements]. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. below Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, corrupted or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 • A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 • A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 • All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. : Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 120 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 24 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 48 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. below Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or Standard M&S Hours 30 minutes 2 hours (ii) data is corrupted, corrupted or data integrity issues related to security or confidentiality leads to noncompliance non­compliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes Severity Level 2 hours A Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1  A Severity Level 1 Defect exists if: 24 hours per day, 7 days per week 30 minutes 2 hours (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, corrupted or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes Severity Level 2 hours  A Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3  A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4  All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 • A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software Software, or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 • A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software Software, or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes 2 hours One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 • A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 • All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor minor, or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance non­compliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE with Xxxxx 0 Xxxxxxx, Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE for each Defect and the table set forth belowbelow [SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JBE business and technical requirements]. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 Xxxxxxx, Xxxxxxxx Xxxxx 0 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days

Services and Monthly Support Case Report. Contractor shall (i) provide the JBE JCC with Xxxxx 0 XxxxxxxLevel 1 Support, Xxxxx 0 Level 2 Support and Level 3 Support, and (ii) deliver to the JBE JCC Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month. Without limiting the foregoing, Contractor shall respond to and resolve all Defects in accordance with the Severity Levels determined by the JBE JCC for each Defect and the table set forth below. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 1 A Severity Level 1 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software or other item of Work has stopped, or is so severely impacted that the Work or component cannot reasonably continue to operate, or the JBE JCC or user is prevented from performing a task critical to the normal operation of the Judicial Branch Entities, and there is no Workaround available for the foregoing; or (ii) data is corrupted, or data integrity issues related to security or confidentiality leads to noncompliance with legal requirements or regulations. 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance with legal requirements or regulations. Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 2 A Severity Level 2 Defect exists if: (i) a critical component of a service, Deliverable, Licensed Software, or other item of Work is unavailable or will not work but a Workaround is available; or Standard M&S Hours 30 minutes One Business Day (ii) a noncritical component of a service, Deliverable, Licensed Software or other item of Work is unavailable or will not work and there is no Workaround. Standard M&S Hours 30 minutes One Business Day Severity Xxxxx 0 X Xxxxxxxx Xxxxx 0 Level 3 A Severity Level 3 Defect exists if: if the noncritical component result is not as expected but a Workaround for the item of Work is available and there is no significant impact to the end user. Standard M&S Hours 2 hours 120 hours Severity Level 4 All Defects other than Severity Xxxxx 0 XxxxxxxLevel 1 Defects, Xxxxxxxx Xxxxx 0 Severity Level 2 Defects and Severity Level 3 Defects (e.g., minor or cosmetic Defects). Workarounds are available. Standard M&S Hours 2 hours 30 days