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6. System Releases <br />6.1. Not less than four System Releases per year will be delivered to County on <br />mutually agreeable dates, unless otherwise mutually agreed. <br />6.2. System Releases will be delivered using the following approach: <br />(a) Issue Cut Off -Cut off date for reporting Issues to be included in the <br />System Release is five weeks prior to the scheduled Acceptance Testing <br />Release. <br />(b) Issue List -List of Issues to be included in the System Release provided to <br />the County in NITS prior to the scheduled Acceptance Testing Release. <br />(c) Acceptance Testing Release -System Release is provided to the County <br />for installation and acceptance testing. <br />(d) Production Decision -Participating Counties collectively make decision to <br />accept or reject the System Release within four weeks after Acceptance Testing <br />Release. <br />(e) Production -IIS puts System Release into production within two weeks of <br />collective acceptance. <br />6.3. Technology Upgrades. IIS will add support in System Releases for minor new <br />versions of third party database software as soon as commercially practicable. <br />6.4. System Releases will have a Release Acceptability of 92% or higher. <br />7. Timing Standards of Performance by IIS. IIS shall meet the following timing standards in <br />connection with the Repair and Support Services: <br />7.1. Resolution Time. Critical Severity Issues will be resolved using Hot Fixes to be <br />delivered within 3 business days of the Issue being reported; provided that if the Critical <br />Severity Issue is not capable of resolution within that time frame, IIS shall provide to the <br />County a description of the Hot Fix plan and time frame for resolving the Issue. <br />7.2. Acknowledgement Time. <br />(a) In the event of a Critical Severity Issue IIS will respond within one business <br />hour. <br />(b) In the event of a Major Severity Issue IIS will response within one business <br />day. <br />(c) IIS shall respond to telephone and a-mail queries about additional Issues, <br />services, and other matters within 2 business days of the receipt of the inquiry <br />from the County. <br />8. General Performance Duties of the County. In addition to the obligations in the License <br />Agreement, the County shall meet or cause the Users to meet the following obligations in <br />connection with the Services: <br />8.1. Report Issues in NITS. <br />Orange Standard Support Agreement 110409.doc Page 8 <br />