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DocuSign Envelope ID: BFF5690E-4716-4836-B8D9-3E84C4C21608 <br /> 3. Basic Services <br /> a. Basic Services. The Services to be rendered pursuant to this Agreement are as follows <br /> (fully describe services to be provided): Fully configurable IT service plan designed to <br /> complement and augment existing internal IT services. <br /> a. Tier 1 Service Desk support for basic customer issues such as usage problems and <br /> fulfilling service request requiring IT assistance. <br /> i. Incident and request reporting, logging, categorization and prioritization <br /> ii. Handling pre-approved, predefined and documented request that can be <br /> resolved using step-by-step guides. <br /> iii. Ticket escalation to appropriate support tier <br /> iv. Workstation Asset and installed software information <br /> v. DYNAMIC QUEST provided Kaseya software to implement the monitoring and <br /> management functionality <br /> b. Non Tier Ticket Routing <br /> i. Incident and request reporting, logging, categorization and prioritization <br /> ii. Ticket escalation to appropriate support tier <br /> 4. Duration of Services <br /> a. Term. The term of this Agreement shall be from 23 April 2021 to 22 April 2022. <br /> b. Scheduling of Services. <br /> i) The Provider shall schedule and perform its activities in a timely manner. <br /> ii) Should the County determine that the Provider is behind schedule, it may require <br /> the Provider to expedite and accelerate its efforts, including providing additional <br /> resources and working overtime, as necessary, to perform its services in <br /> accordance with the approved project schedule at no additional cost to the <br /> County. <br /> iii) The Commencement Date for the Provider's Basic Services shall be 23 April <br /> 2021. <br /> 5. Compensation <br /> a. Compensation for Basic Services. Compensation for Basic Services shall include all <br /> compensation due the Provider from the County for all services satisfactorily (as <br /> determined by the County) performed pursuant to this Agreement. The maximum <br /> amount payable for Basic Services shall not exceed seven-thousand-four-hundred-sixty <br /> and 00/100 Dollars ($7,460.00) (See Attachment A). Payment for satisfactorily <br /> performed Basic Services shall become due and payable within thirty (30) days of <br /> Provider properly invoicing County. Payment shall be subject to provisions of Section <br /> 5(b). <br /> b. Disputes. In the event the amount stated on an invoice is disputed by the County, the <br /> County may withhold payment of all or a portion of the amount stated on an invoice <br /> until the parties resolve the dispute. Should Provider fail to perform its duties under the <br /> Revised 07/20 <br /> 3 <br />