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<br /> <br />Page 6 of 8 <br /> This document is the property of and is proprietary to NWN. It is not to be disclosed in whole or in part without the expressed written consent of NWN, shall not <br />be duplicated or used, in whole or in part, for any purpose other than to evaluate NWN’s proposal, and shall be returned upon request. (v6) <br />Service level agreements <br /> <br />Service Levels will be calculated and reported monthly, and measured quarterly. Service Levels apply to support <br />tasks based on priority and applicable service. Priorities are defined as follows: <br />Priority Level Definition for Monitoring & Management Support Services <br />Priority 1  A critical system or service is unavailable, causing a severe impact on operations. <br />There is no alternative, redundant or back-up to this system or service. <br />Priority 2  A critical system or service is slowed or interrupted, however a work-around is in <br />place so that operations can continue. <br /> A service interruption is occurring on a non-critical system or service. <br />Priority 3  The functionality of a non-critical system or service has been degraded. <br /> An error has been detected that is not affecting service performance or availability. <br /> <br /> <br /> <br />Service Service Level Agreement <br />All Services <br />Support Staff NWN’s NOC Operations Center will be staffed 7 X 24 X 365 <br />Speed of Answer 90% of phone calls to the NOC will be answered within 60 seconds.1 <br />Abandonment Less than 3% of phone calls to the NOC will abandon after 60 seconds.2 <br />Email Cases will be created in NWN’s Case management system within 15 <br />minutes of email arriving 95% of the time3 <br />Patch Management <br />Patched Deployed 95% of all supported patches available for deployment will be deployed <br />to the customer’s devices within 2 business days. <br />Emergency Patching 95% of all Microsoft emergency 0 Day patch requests will be deployed <br />to the customer’s devices within 48 hours of the patch release date <br />from the vendor pending ASE and/or Customer approval. <br /> <br />1 Measured Monthly across all clients <br />2 Measured Monthly across all clients <br />3 Measure across all customers <br />DocuSign Envelope ID: B32B4C0F-D752-4749-8191-F77216231FED