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<br />GUARDIAN RFID System Agreement | 32 <br /> <br />©2020 GUARDIAN RFID. All rights reserved. GUARDIAN RFID is a U.S. registered trademark. <br />Confidential & Proprietary. (Rev. 7/2020) <br />Customer will contact GUARDIAN RFID in accordance with Section 8(c) of the Agreement. Each <br />support incident is logged using GUARDIAN RFID’s enterprise workflow management system, <br />given a unique case number, and assigned a support representative. <br />(b) Incident Priority. Each support incident is assigned a priority level, which corresponds to the <br />Customer's needs and deadlines. GUARDIAN RFID and the Customer will work together to <br />reasonably set the priority of each support incident pursuant to the table below. The primary goals <br />of the table below are to (i) guide the Customer toward clearly understanding and communicating <br />the importance of the issue, and (ii) describe the generally expected response and resolution <br />targets in the production environment. References to a "confirmed support incident" mean that <br />GUARDIAN RFID and the Customer have successfully validated and set the priority for the <br />reported support incident. <br />Priority Characteristics Incident Resolution Target <br />1 <br />Critical <br />Support incident that causes (a) <br />complete application failure or <br />application unavailability; (b) <br />application failure or <br />unavailability in one or more of <br />the Customer’s remote <br />locations; or (c) systemic loss of <br />multiple essential system <br />functions.* <br /> <br />GUARDIAN RFID will provide an initial response <br />to Priority Level 1 incidents within one (1) hour of <br />receipt of the incident. Once the incident has <br />been confirmed, GUARDIAN RFID will use <br />commercially reasonable efforts to resolve such <br />support incidents or provide a circumvention <br />procedure within eight (8) hours. <br />2 <br />High <br />Support incident that causes (a) <br />repeated, consistent failure of <br />essential functionality affecting <br />more than one user or (b) loss <br />or corruption of data. <br />GUARDIAN RFID will provide an initial response <br />to Priority Level 2 incidents within four (4) <br />business hours of receipt of the incident. Once <br />the incident has been confirmed, GUARDIAN <br />RFID will use commercially reasonable efforts to <br />resolve such support incidents or provide a <br />circumvention procedure within five (5) business <br />days. <br />3 <br />Medium <br />Priority Level 1 incident with an <br />existing circumvention <br />procedure, or a Priority Level 2 <br />incident that affects only one <br />user or for which there is an <br />existing circumvention <br />procedure. <br />GUARDIAN RFID will provide an initial response <br />to Priority Level 3 incidents within one (1) <br />business day of receipt of the incident. Once the <br />incident has been confirmed, GUARDIAN RFID <br />will use commercially reasonable efforts to <br />resolve such support incidents without the need <br />for a circumvention procedure with the next <br />published maintenance update or service pack, <br />which will occur at least quarterly. <br />4 <br />Low <br />Support incident that causes <br />failure of non-essential <br />functionality or a cosmetic or <br />other issue that does not qualify <br />as any other Priority Level. <br />GUARDIAN RFID will provide an initial response <br />to Priority Level 4 incidents within two (2) <br />business days of receipt of the incident. Once <br />the incident has been confirmed, GUARDIAN <br />RFID will use commercially reasonable efforts to <br />resolve such support incidents, as well as <br />cosmetic issues, with a future version release. <br />* Examples include: inability to create activity logs in database, and/or inability to access GUARDIAN <br />RFID OnDemand (excluding Internet access or Wi-Fi issues). <br />DocuSign Envelope ID: DD745968-955D-4BC3-861E-CC4C36AA7B3D