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<br />Exhibit B: Service Level Agreement <br />Geopliant provides software and support when you need it the most. The following describes <br />the service levels included as part of the software subscription. <br /> <br />Technical Support <br />Geopliant will provide email and phone support from 9:00am through 8:00pm Monday through <br />Friday Eastern Time excluding Federal Holidays to assist with all questions relating to the <br />operation, maintenance, and issues with the software. Technical Support is available to all Crisis <br />Track users. Should an incident occur where after hours support is needed, the customer will <br />notify Crisis Track support. Once notified, Geopliant will provide 24/7 email and phone support <br />until the incident recovery operations subsides. <br /> <br />Uptime and Availability <br />Geopliant will ensure its services are available 99.8% of the time. Scheduled downtime, when <br />the service is not available due to maintenance, upgrades or fixes, will occur during off-peak <br />hours. Customers will receive a notice of a scheduled downtime at least 3 days before the <br />scheduled downtime will occur. <br /> <br />Data Management <br />You possess and retain all rights to your data and our use and possession of your data is as <br />your custodian. Unless we receive your prior written consent, Geopliant will not share your data <br />with third parties. There are no limits on the size of data stored. Geopliant will erase your data <br />after your written request or not sooner than 30 business days after termination of the <br />subscription service. Unless you request otherwise, Crisis Track will retain the accounts data for <br />up to six years. <br /> <br />Software Updates and Modifications <br />Geopliant regularly updates its applications with new enhancements and issue resolutions. All <br />software updates will be available to all customers at no cost. In addition, Entry forms are easily <br />configurable within Crisis Track. Technical Support will work with customers at no cost to <br />configure Entry forms to meet specific data entry requirements. Other modification requests – <br />such as feature enhancements, output documents, and interfaces with other systems – will be <br />evaluated on a case-by-case basis. In general, if the enhancement is valuable to other Crisis <br />Track customers, Geopliant will schedule and perform the enhancement at no cost. If the <br />enhancement is customer-specific, then Geopliant will analyze the requirement and provide a <br />cost estimate to complete the work. <br /> <br />Annual Data Refreshes <br />As part of future year renewals, Geopliant will update the infrastructure stored within each <br />customer account using the GIS and/or tax data sources identified during the initial <br />DocuSign Envelope ID: BCAD9684-D4B1-4CB7-B62B-37ABD69FAA8C