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purposes of this Agreement, Normal Business Hours are defined as 7:30 am to 6:00 pm <br />EST/EDT, Monday through Friday (excluding U.S. public holidays). Communications with <br />Technical Support may be via telephone or e-mail. In addition to the support obligations listed <br />above, FASTER provides emergency phone support twenty (24) hours a day, seven (7) days a <br />week outside of Normal Business Hours by having Support staff members on-call for phone <br />support for issues defined below under “Emergency FASTER Support.” <br />6. Emergency FASTER Support is available when: A. The system is frozen; B. The system has <br />crashed and will not recover; or C. Customer cannot process work in the system. <br />7. IT Support & Consulting Not Provided: Unless Customer contracted FASTER to provide hosting, <br />FASTER Support does not include IT tasks such as hardware upgrades or changes; server <br />operating system or relational database management system installs, patches or upgrades; backup <br />and restore or disaster recovery; virtual machine management; server and database cluster tasks, <br />etc. (if FASTER is providing hosting, a separate schedule will address hosting and hosting <br />support). <br />8. Other Limitations on Support: FASTER will provide trouble shooting and advice related to <br />mistakes Customer’s employees may make (data deletion, data input error, administrative or user <br />errors, etc.). As a courtesy, FASTER’s Support Staff accepts such calls and is willing to assist <br />Customer in attempting to resolve such issues that are outside the scope of support outlined in this <br />Agreement. As such, while FASTER staff often is able to add value in root cause analysis and <br />trouble shooting of issues that are outside of FASTER’s responsibilities, there may be occasions <br />when FASTER must discontinue support efforts on issues that are outside of FASTER’s <br />responsibilities to be attentive to other customers’ support issues. <br />9. Training: Support does not include training. Live-remote training via a web-based medium such <br />as GoToMeeting can be provided for an additional cost. FASTER also offers Regional Training <br />for an added cost in geographic areas where there are concentrations of customers. <br />10. Customer’s Responsibilities: <br />a. Customer’s Representative must be qualified and authorized to communicate all <br />necessary information, must have administrative access to the FASTER application, must <br />have access to the database and hardware resources to be able to perform diagnostic <br />testing and be available for follow-up, if required. FASTER does accept calls from <br />Customer Staff who do not meet the above requirements. However, resolution of some <br />issues may require a Customer Staff member who meets the above criteria be available. <br />b. Customer accepts sole responsibility for any compatibility problems between the Services <br />and any other application software or non-current software programs not maintained or <br />supported by FASTER. <br />11. Submitting a Request: Customer should be prepared to provide the following: <br />a. Telephone number and alternate method of contact (i.e. email address); <br />b. A description of Customer’s problem or question; <br />c. Provide screen capture/s or video/s of the issue; <br />d. The circumstances under which the problem does or does not occur; <br />32