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DocuSign Envelope ID:OF8CA084-4E39-4AF4-95BB-A19ECD4D16EO <br /> • Project approach review <br /> • Project communication methods <br /> Phase Two: Maintainer Configuration and Setup Training <br /> An Orange County representative will be responsible for downloading and installing Maintainer. An <br /> educational Maintainer system setup and toolbar configuration webinar will be provided to Orange County <br /> system administrators to ensue you have the skillset to successfully configure the toolbar in your Esri ArcGIS <br /> Desktop environment. Toolbar configuration and setup must be complete prior to system training being <br /> provided. <br /> Phase Three: Software Support and Maintenance <br /> Immediately following software installation, software support and maintenance will commence and continue for <br /> one year. GeoComm's software support and maintenance includes: <br /> • Support Desk Services <br /> • Remote Connection Services <br /> • Software Updates and Enhancements <br /> Support Desk Services <br /> Support desk services consist of technical assistance and product coaching by trained, experienced specialists <br /> in an advisory capacity via a toll-free telephone number or e-mail relating to the operation of any portion of <br /> GeoComm's products. All calls for service are logged in NetSuite, GeoComm's customer relationship <br /> management software. Upon receiving communication regarding a software issue, the Technical Support <br /> Analyst will work with you to resolve it. If all analysts are busy assisting other customers, a return telephone <br /> call will be made. <br /> Our response to customer issues is fast because GeoComm develops all its software components, trains its <br /> technicians on advanced troubleshooting methods, can remotely connect to your system, and are able to <br /> interact with your software via the web. This results in quicker diagnosis and call closure. Ultimately, this <br /> means less downtime and maximum software functionality benefits. <br /> During our regular business hours, 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, excluding <br /> holidays, you will be allowed unlimited toll-free calls and a-mails related to any concern with the software. <br /> If the hotline is called outside of regular business hours with non-emergency matters that could be addressed <br /> during regular business hours, you will be billed for such calls at a per hour rate (minimum one hour). These <br /> fees will be payable, in addition to the normal annual support and maintenance fee, within 30 days of receiving <br /> an invoice. <br /> GeoComm's response time commitment is depicted in the following table: <br /> Priority Description Response Time <br /> Major Impact— Service performance/functionality for all End Users is Less than four clock <br /> Severely Impaired seriously impaired or degraded hours 24 x 7 <br /> Data accuracy is seriously impaired <br /> There is no ability to avoid or reduce the effect of the <br /> incident via a workaround <br /> GEQCOMM <br /> Page 7 of 11 <br /> Contract#04.21 OCNC <br />