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DocuSign Envelope ID:AA335D7A-5559-49E4-8BFB-49DFC3C62F17 <br /> 2) Performance and response time:System will provide response times to user requests <br /> generally in under 10 seconds. <br /> 3) Error correction time:Click here to enter text. <br /> Support Hour ssue Severit esponse Times Resolution Times <br /> Monday-Friday High 1 hour 8 hours <br /> 8:00 AM-5:00 PM CST Medium 4 hours ASAP <br /> Low 8 hours ASAP <br /> 4) infrastructure and security: Infrastructure and security as described throughout this <br /> document. Penalty for non-compliance includes 10% of contract value for first time <br /> offense, and loss of contract for subsequent failures to comply. <br /> 15. Does the contractually defined Service Level Agreement define pertinent terms such as <br /> downtime, scheduled downtime, etc...? <br /> Yes <br /> If No, Explain: Click here to enter text. <br /> 16. Does the contract specify minimum disaster recovery and business continuity <br /> requirements, including penalties for non-compliance, as discovered through onsite <br /> inspections, audits or actual disasters? <br /> Yes <br /> If No, Explain: Click here to enter text. <br /> 17. Does the contract require the cloud vendor to notify the County of any outsourced <br /> functionality and its provider? <br /> Yes <br /> If No, Explain: Click here to enter text. <br /> 18. What are the contractually required notification period for the County or the cloud vendor <br /> for termination of the cloud services? <br /> 30 days <br /> 19. Describe how the County's data will be stored, managed and archived. <br /> The County's data will be stored in a combination of Amazon Web Services databases <br /> and object storage. Access is managed through permissions provisioned at the application <br /> layer for normal use and through permissions provisioned at the platform layer for <br /> development and administrative use. <br /> 20. Will the County's data be stored and managed on a storage system with other data? <br /> No <br />