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(i} Provide Customer contact information and inform Farragut of any changes before they <br />occur. <br />(ii) Insure basic troubteshaoiing and a complete analysis of system problems using <br />internal Customer resources prior to referring a problem to Farragut. <br />(iii) Before subtnitiing a support request to the CSC, gather and record the information <br />needed to document request. <br />(iv) Contact the,CSC and provide the support request information and any amplifying data <br />#o the CSC consultant. <br />{v} Coordinate Customer activities required to assist the CSC in resolving the problem. <br />(vi) Serve as a liaison and primary point of Customer contact for the account manager. <br />(vii) Submit change request and provide them to the account manager to initiate system <br />or software modiiicatlons. <br />{viii} Insure a PWrchase Order (PO) or other suitable form of Customer financial obligation <br />authorization is generated and approved prior to requesting additional support not <br />speciticalty included in the Agreement. <br />4.3 System Access, Security, and Sof#ware Licenses. <br />{i} Throughout the term of Software Support, Farragut requires continuous remote access <br />io all of Customer's Computers for the purpose of providing Software Support. Such <br />access is typically handled by VPN access provided by Customer. Customer will ensur <br />that appropriate' primary and alternate means are available for Farragut support personnel <br />to gain remote access io Customer's system (when appropriately coordinated with <br />Cus#omer) far the purpose of providing Software Support. <br />(ii) Customer will maintain system passwords and will notify Farragut, prior io <br />implementation, of any changes that may affect Farragut's ability to provide support under <br />the Agreement. <br />(iii) Customer will maintain a record of all user workstations running any portion of the <br />licensed Software, if any, (including any associated Internet applications). Customer will <br />provide this information to Farragut upon request and will advise Farragut of any changes <br />in the system that a#fect the currency of this information. <br />5. Upon the release of a new Software Maintenance Release, the Software Support for the <br />current Software release will terminate in two years from the release date of the new Software Maintenance <br />Release. <br />-15- <br />