2022-077-E-IT Dept-PUBLIC LIBRARY ASSOCIATION, a divison of the American Library Association-Digital learning

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DocuSign Envelope ID:24BBAFA9-CD81-4144-ACEF-E9036E703739 performance records, including access to daily and weekly service quality statistics? No, service records are not available at this time. Note there is no private or confidential County data stored on vendor's servers. If No, Explain: Click here to enter text. 14. Explain the contractually obligated service level parameters, minimum levels, specific remedies and penalties for non-compliance for: 1) Uptime See below 2) Performance and response time: See below 3) Error correction time: See below 4) infrastructure and security: See below PRIORITY DESCRIPTION TIMING 1 Loss of service,or serious impairment of service,which cannot Upon receiving the Support Request, contact the be circumvented.Examples of this type of problem are: Client's primary contact to acknowledge the • Critical product feature does not work(identifiable part of problem report within 60 minutes during the support functionality),no workaround exists,or workarounds are hours. unpractical. Verify the problem and notify the Client's primary Client data is corrupted as a result of a Jende provided contact with the plan of action,within 2 hours. product or feature. Provide updates at least once every 4 hours or at a frequency mutually agreed by Client and Jende until the issue is resolved. 2 A problem exists which can be reason ably_eircumvented by Upon receiving the Support Request, contact the Client or does not materially affect normal operations. Client's primary contact to acknowledge the Examples of this type of problem are: problem report within 4 hours. • A non-functioning product feature which is not critical to Verify the problem and notify the Client's primary a User(identifiable part of functionality). contact with the plan of action within 8 hours. • Part of a product feature is affected,a viable workaround Provide updates at least once every 8 hours or at a exists. frequency mutually agreed by the Client and Jende. • Highly visible usability problem that doesn't affect functionality. 3 Any other issue that does not have any effect on normal Upon receiving report of the problem, verify the operations. problem and notify the Client's primary contact with an acknowledgement and plan of action within 48 hours. • Provide updates at least once every 5 business days or at a frequency mutually agreed by the Client and Jende. 15. Does the contractually defined Service Level Agreement define pertinent terms such as downtime, scheduled downtime, etc...? Yes. If No, Explain: Click here to enter text. 16. Does the contract specify minimum disaster recovery and business continuity requirements, including penalties for non-compliance, as discovered through onsite inspections, audits or actual disasters? N/A If No, Explain: Click here to enter text.