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8.2. Provide timely user acceptance testing for Hot Fixes and System Releases prior to <br />putting them into production. <br />8.3. Put System Releases into production within two weeks of collective acceptance. <br />8.4. Participate in scheduled support review and planning meetings. <br />8.5. Respond to reasonable requests for information and clarification regarding Services <br />to be performed. <br />8.6. Appoint a named Support Coordinator to provide first-level maintenance and <br />support services to the Users and coordinate second-level support with IIS. First level <br />maintenance and support includes the provision of telephone and a-mail support to <br />Software users and the implementation of documented fixes and workarounds. <br />8.7. Provide system administration services to keep the Software in good working order <br />including monitoring security configuration, managing allocation of user names and <br />passwords, configuring and monitoring automated batch jobs, monitoring disk space and <br />other resource use, and performing backups. <br />8.8. Provide database administration services that provide for data security <br />enforcement, database performance, and backup and recovery <br />8.9. Provide data loading and extraction services related to required data imports or <br />extracts from the Software. <br />8.10. Provide and maintain IIS access to a current test environment. All such IIS access <br />shall be consistent with County's security policy, as communicated to IIS from time to <br />time. <br />9. Services Not Included in this Agreement. The following services can be provided by IIS at <br />additional cost and are not provided in this Agreement. <br />9.1. First-level maintenance and support services to the Users. <br />9.2. Administration services to keep the Software and related hardware, third-party <br />software and other IT infrastructure in good working order including monitoring security <br />configuration, managing allocation of user names and passwords, configuring and <br />monitoring automated batch jobs, monitoring disk space and other resource use, and <br />performing backups. <br />9.3. Database administration services that provide for data security enforcement, <br />database performance, and backup and recovery. <br />9.4. Data loading and extraction services related to required data imports or extracts <br />from the Software. <br />9.5. Report writing. <br />9.6. Data migration-related issues for situations where IIS was not responsible for the <br />data migration. <br />9.7. Extended service hours beyond the normal CRC hours. <br />Orange Standard Support Agreement 110409.doc Page 9 <br />