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Attachment A <br /> Coverage of Maintenance Agreement <br /> The application covered by this Agreement is as follows: <br /> • NCDSS-DaySheets application, including customizations to be made for Orange County, <br /> and any future versions offered by Consultant. <br /> Support and Maintenance Policy Descriptions <br /> In accordance with the terms of this Agreement, the Consultant will furnish one or more of the <br /> following support services (the "Services") for the NCDSS-DaySheets application. Hours that are <br /> part of this maintenance agreement may be applied towards any of these Services. <br /> 1. Installation and Basic Operation Support. If application is self-hosted, Consultant can <br /> provide support for the proper installation of the current release of the application, and any <br /> subsequent patches or updates to the version. Consultant can further provide administrative <br /> support to aid in the configuration and customization of the application through the use of <br /> the Administrative interface provided for all hosting environments. <br /> 2. Training Sessions. Consultant can provide training sessions for Administrators and regular <br /> users of the NCDSS-DaySheets application at such time and location as the parties mutually <br /> agree. <br /> 3. Customizations and New Features. Client may use maintenance hours for Consultant to <br /> customize certain aspects of the application or for the addition of new features. Consultant <br /> shall provide Client with an estimate of the number of hours required to complete the <br /> customization or feature request prior to any such work. If work exceeds the number of <br /> hours available as part of this Agreement, Consultant will provide an estimate of charges for <br /> approval prior to performing any such work. <br /> Consultant Method of Contact <br /> The Consultant will provide the following communication mechanisms for the Client to use when <br /> asking for support: <br /> (a) Telephone Support. Consultant shall maintain a telephone hotline during regular business hours <br /> (8:00am to 5:00pm Monday-Friday EST) to assist Client in reporting errors and in providing first- <br /> line support in the use and operation of the software. <br /> (b) Email. Consultant shall make available a designated email address or contact person for <br /> application maintenance and support requests. <br /> Timeliness of Incident Resolution <br /> Consultant shall use reasonable effort to provide modifications or additions reported by the Client <br /> under the conditions of this Agreement set forth in the Client Support section. Consultant will make <br /> reasonable efforts to correct or provide work-around solutions for any errors, and if a work-around <br /> is the immediate solution, will make reasonable effort to provide a final resolution of the error. <br /> Reasonable effort will be made to respond to any support or maintenance requests within 24 <br /> business hours after receiving notice and sufficient information from the Client. <br /> Revised June 2012 4 <br />