Orange County NC Website
Browse       Search
DocuSign Envelope ID:OF8CA084-4E39-4AF4-95BB-A19ECD4D16EO <br /> Priority Description Response Time <br /> Minor Impact— Service has encountered a non-critical issue with minimal Less than 16 business <br /> Minimal Degraded loss of performance/functionality hours Monday through <br /> Performance or Data accuracy is minimally degraded Friday 8 a.m.to 5 p.m. <br /> Functionality; Central Standard Time <br /> May be identified as a functional defect <br /> Single User Issues Complete stoppage of a Single End User <br /> A partial loss of service for an End User and there is a <br /> way to reduce the effect or completely avoid the impact of <br /> the incident via a workaround at a reasonable cost <br /> Low Impact— Service is unavailable or degraded (not a complete work Less than 24 business <br /> Single User Application stoppage)for a Single End User hours Monday through <br /> Issue There is a way to reduce the effect or completely avoid Friday 8 a.m.to 5 p.m. <br /> the impact of the incident via a workaround at a Central Standard Time <br /> reasonable cost <br /> No Impact Password resets I Less than 48 business <br /> Requests for access rights hours Monday through <br /> Friday 8 a.m.to 5 p.m. <br /> File restores Central Standard Time <br /> Issues of similar importance <br /> Concerns or questions specifically related to GIS can be answered by a GeoComm GIS Specialist but will be <br /> billed at a per hour rate with a minimum billable charge of one hour. <br /> Remote Connection Services <br /> Support also includes remote connection into your software for troubleshooting by Technical Support Analysts. <br /> Remote connection services do not cover calls related to issues with other vendor's systems. <br /> The standard and preferred method for connection is BeyondTrust over the Internet. BeyondTrust enforces <br /> the use of Secure Sockets Layer (SSL)for every connection made to the site. All data is encrypted in transit <br /> using TLSv1.2. In addition, GeoComm supports common Virtual Private Network (VPN)s for remote <br /> connection. <br /> Software Updates and Enhancements <br /> GeoComm recognizes the importance of continued software enhancements and innovation. Our software <br /> applications are systematically developed to ensure new software enhancements and latest technological <br /> changes are incorporated regularly into each of the GeoComm software applications. <br /> Our Software Development Team is responsible for staying on top of all industry-related developments and <br /> incorporating desirable features into our software family of products. Features incorporated into the latest <br /> software releases are based on a variety of factors, such as industry changes, customer requested <br /> enhancements, and the overall impact to our customer base, etc. <br /> GeoComm regularly releases service packs and feature packs containing fixes and new functionality, <br /> respectively. Software support and maintenance customers are eligible for receipt of all new service packs <br /> and feature packs for the term of their agreement. <br /> Upon release of a service pack or feature pack, affected and eligible customers are notified by phone or e-mail. <br /> Based on the contents, GeoComm Technical Support will determine the most effective method for making the <br /> software available. <br /> GEQCOMM <br /> Page 8 of 11 <br /> Contract#04.21 OCNC <br />