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

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the 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 JUDICIAL COUNCIL for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 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 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 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 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 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 Standard M&S Hours 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 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JUDICIAL COUNCIL JBE business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 with legal requirements or regulations. Severity 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JCC with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JCC for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]below. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 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 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. below: Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 A Severity Level 1 Defect 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 JUDICIAL COUNCIL 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 24 hours per day, 7 days per week 30 minutes 2 hours (ii) data Data is corrupted or data integrity issues related to security or confidentiality leads to non­compliance noncompliance with legal requirements or regulations. Standard maintenance and support hours and 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, if not dependent on 3rd-party resolution and SLA’s Severity Level 2 A Severity Level 2 Defect 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 Standard M&S Hours 30 minutes One Business Day (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 maintenance and support hours 30 minutes; Contractor shall advise the Court if Contractor is unable to respond within this time period One business day Severity Level 3 A Severity Level 3 Defect defect exists 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 Level 1 Defectsdefects, Severity Level 2 Defects 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL Court with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL Court 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 JUDICIAL COUNCIL Court for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL Court 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 with legal requirements or regulations. Severity 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT ANDdays

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 with legal requirements or regulations. Severity 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. Severity 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 SupportXxxxx 0 Xxxxxxx, Level 2 Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify SECTION INSTRUCTIONS: modify provisions below as appropriate to meet JUDICIAL COUNCIL JBE business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 A Severity Level 1 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 JUDICIAL COUNCIL 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 with legal requirements or regulations. Severity Level 2 A Severity Level 2 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. Severity Level 3 A Severity Level 3 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 Level 1 DefectsXxxxx 0 Xxxxxxx, Severity Level 2 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 SupportXxxxx 0 Xxxxxxx, Level 2 Xxxxx 0 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below subject to modifications as appropriate to meet JUDICIAL COUNCIL JBE business and technical requirements]. Severity Level Description Resolution Hours Response Period Resolution Period Severity Level 1 A Severity Level 1 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 JUDICIAL COUNCIL 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 with legal requirements or regulations. Severity Level 2 A Severity Level 2 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. Severity Level 3 A Severity Level 3 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 Level 1 DefectsXxxxx 0 Xxxxxxx, Severity Level 2 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 APPENDIX G XXXXX CIVIL RIGHTS ACT AND1 Additional capitalized terms may be defined in the other Appendices to this Agreement.

Services and Monthly Support Case Report. Contractor shall (i) provide the JUDICIAL COUNCIL JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JUDICIAL COUNCIL 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 JUDICIAL COUNCIL JBE for each Defect and the table set forth below [Modify provisions below as appropriate to meet JUDICIAL COUNCIL business and technical requirements]below. Severity Level Description Resolution Hours Response Period Resolution Period Severity 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 JUDICIAL COUNCIL 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 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 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 Level 1 Defects, 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 APPENDIX G XXXXX CIVIL RIGHTS ACT ANDEND OF EXHIBIT EXHIBIT 8 – Pricing and Payment Provisions