Orange County NC Website
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DocuSign Envelope ID:71441 DDA-7E15-4159-A0F1-9E6104D56C41 <br /> cp Exhibit A.1 for Orange County, NC <br /> Support and Maintenance <br /> Support Services <br /> CivicPlus'on-site support team is available from 7:00 am to 7:00 pm CT to assist clients with any questions, concerns or <br /> suggestions regarding the functionality and usage of CivicPlus' GCMS®and associated applications. The support team is available <br /> during these hours via CivicPlus'toll-free support number and e-mail. Support personnel will respond to calls as they arrive(under <br /> normal circumstances, if all lines are busy, messages will be returned within four hours; action will be taken on e-mails within four <br /> hours), and if Client's customer support liaison is unable to assist, the service escalation process will begin. <br /> Emergency support is available 24-hours-a-day for designated, named Client points-of-contact, with members of both CivicPlus' <br /> project management and support teams available for urgent requests. Emergency support is provided free-of-charge for true <br /> emergencies(ie:website is down, applications are malfunctioning, etc.),though Client may incur support charges for non- <br /> emergency requests during off hours(ie: basic functionality/usage requests regarding system operation and management).The <br /> current discounted rate is$175/hour. <br /> CivicPlus maintains a customer support website that is accessible 24-hours-a-day with an approved client username and password. <br /> Service Escalation Processes <br /> In the event that CivicPlus' support team is unable to assist Client with a request, question or concern,the issue is reported to the <br /> appropriate CivicPlus department. <br /> Client requests for additional provided services are forwarded to CivicPlus' Client Care personnel. <br /> Client concerns/questions regarding GCMS®or associated application errors are reported to CivicPlus'technical team through <br /> CivicPlus' issue tracking and management system to be addressed in a priority order to be determined by CivicPlus'technical team. <br /> All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus'organization at the <br /> discretion of the customer support liaison. <br /> Included Services: <br /> Support Maintenance of CivicPlus GCMS® <br /> 7 a.m.—7 p.m. (CST) Monday—Friday Install Service Patches for OS <br /> (excluding holidays) System Enhancements <br /> 24/7 Emergency Support Fixes <br /> Dedicated Support Personnel Improvements <br /> Usability Improvements Integration <br /> Integration of System Enhancements Testing <br /> Proactive Support for Updates&Fixes Development <br /> Online Training Manuals Usage License <br /> Monthly Newsletters <br /> Routine Follow-up Check-ins <br /> CivicPlus Connection <br /> Addendum 3 Page 2 of 4 <br /> CivicPlus•302 S.4th Street,Suite 500•Manhattan, KS 66502•www.CivicPlus.com <br /> Toll Free 888-228-2233•Accounting Ext.291 •Support Ext.307•Fax 785-587-8951 <br /> V.SLA03.01.16-0001 <br />