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Subscription Services Agreement v.10.18.18 <br />14 <br />ADDENDUM <br />DIGITAL EVIDENCE MANAGEMENT SOLUTION <br /> <br />The following additional terms will apply to Subscription Services from Motorola’s Digital Evidence <br />Management Solution. <br /> <br />If any term in this Attachment conflicts with a term in the main body of the Agreement, this Attachment will <br />govern. <br /> <br />2. DATA STORAGE. Motorola will determine, in its sole discretion, the location of the stored <br />content for CommandCentral Vault Services. All data, replications, and backups will be stored at a <br />location in the United States for Customers in the United States. <br /> <br />3. DATA RETRIEVAL. CommandCentral Services will leverage different types of storage to <br />optimize the Subscription Services, as determined in Motorola’s sole discretion. For multimedia data, <br />such as videos, pictures, audio files, Motorola will, in its sole discretion, determine the type of storage <br />medium used to store the content. The type of storage and medium selected by Motorola will determine <br />the data retrieval speed. Access to content in archival storage may take up to 8 hours to be viewable. <br /> <br />4. API SUPPORT. Motorola will use commercially reasonable efforts to maintain the Application <br />Programming Interface (“API”) offered as part of the CommandCentral Services during the term of this <br />Addendum. APIs will evolve and mature over time, requiring changes and updates. Previous versions of <br />APIs will be supported for a minimum of a 6 month time period after new version is introduced. If support <br />of the API is no longer a commercially reasonable option, Motorola will provide reasonable advance <br />notification to Customer. If an API presents a security risk to the Subscription Services or the Solution, <br />Motorola will discontinue an API without prior warning. <br /> <br />5. SERVICE LEVEL TARGETS <br /> <br />Commercially reasonable efforts will be made to provide monthly up-time availability of 99.9% with the <br />exception of maintenance windows. There are many factors beyond Motorola’s control that may impact <br />Motorola’s ability to achieve this goal, including but not limited to a Force Majeure. Systems are <br />monitored 24/7 by a Motorola solutions operational team. Planned maintenance is planned and <br />communicated a minimum of a week ahead of time. Any unplanned maintenance or outage is <br />accompanied with notification of issues and resolution to keep end users aware of system status. <br /> <br />Additionally, Motorola will strive to meet the response time goals set forth in the table below. <br /> <br />RESPONSE TIME GOALS <br /> <br />SEVERITY <br />LEVEL <br />DEFINITION RESPONSE TIME <br />1 Total System Failure - occurs when the System <br />is not functioning and there is no workaround; <br />such as a Central Server is down or when the <br />workflow of an entire agency is not <br />functioning. This level is meant to represent a <br />major issue that results in an unusable System, <br />Subsystem, Product, or critical features. No <br />work around or immediate solution is available. <br />Telephone conference <br />within 1 Hour of initial <br />voice notification <br />40