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2015-338-E DSS - Information, Inc. to provide 12 hours of onsite maintenance and application support of DSS daysheets $10,000
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2015-338-E DSS - Information, Inc. to provide 12 hours of onsite maintenance and application support of DSS daysheets $10,000
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6/2/2016 2:40:25 PM
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7/16/2015 10:12:10 AM
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7/16/2015
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R 2015-338-E DSS - Information, Inc. - 12 hours of onsite maintenance and application support of DSS daysheets
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DocuSign Envelope ID:OA6FEBA7-7CB5-4523-A4D2-2089COOE5340 <br /> 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 /> I. 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 5:00prn 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 /> Revised June 2015 4 <br />
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