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Technicians at the monitoring center will analyze and/or resolve issues remotely when <br />possible. <br />3.2. TransLoc use of Data. TransLoc shall have access to monitored network data in order to <br />assess day-to-day system performance and to assist Customer in obtaining data <br />intelligence, such as usage patterns, etc. Customer herby grants TransLoc the right to use <br />data gathered from the TransLoc network for this purpose. <br />4. Service Levels <br />4.1. Availability of Service. TransLoc will take commercially reasonable measures to maximize <br />the availability of the Service to Customer. From time to time, the Service will be <br />unavailable for system maintenance. TransLoc will attempt to give Customer prior notice <br />and will attempt to perform such work during off-peak times. <br />4.2. Classification. TransLoc support personnel will qualify and document reported Errors and <br />will create a response plan to address the Errors if not resolved when reported. If an <br />immediate response is not available for a reported issue, the expected level of service is <br />qualified by the criticality and complexity of the issue. The following definitions apply to <br />the qualification of an issue: <br />Critical: Error causes a majority of the Service to be down and unusable, resulting in total <br />disruption of work or other critical business impact – no workaround is available. <br />High: Error causes major feature/function failure – operations are severely restricted – a <br />workaround is available. <br />Medium: Error causes minor feature/function failure – minor impact on usage, acceptable <br />workaround deployed. <br />Low: Minor Error or requested enhancement – general information, documentation error, <br />software modification request. <br />4.3. TransLoc Responsibilities. Once TransLoc customer support receives a support request, <br />a customer support engineer will provide feedback to Customer that the request has been <br />logged and assigned to the appropriate engineer. The exact response will vary depending <br />on the issue and the response time will commence as soon as practicable after the support <br />request is received. <br />TransLoc will use best commercial efforts to meet the following targets for response and resolution <br />to reported Errors. A Response is measured from the time that an Error is reported and all <br />supporting detail has been provided. A Resolution is an answer, fix, or a workaround to <br />the support request. TransLoc will provide continuous resources to address Critical or <br />High Errors until resolved. <br />Type of Error Response <br />Target <br />Resolution <br />Target <br />Nature of Resolution <br />Critical 2 business <br />hours <br />4 business <br />hours <br />Workaround is provided, patch is provided, fix <br />incorporated into future release <br />High 4 business <br />hours <br />2 business <br />days <br />Workaround is provided, patch is provided, fix <br />incorporated into future release <br />Medium 1 business day 10 business Answer to question(s) provided, workaround is <br />DocuSign Envelope ID: E55CF50C-69B1-4410-A567-CCBB272D4F25