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Revised 07/20 <br />3 <br />3. Basic Services <br /> <br />a. Basic Services. The Services to be rendered pursuant to this Agreement are as follows <br />(fully describe services to be provided): Fully configurable IT service plan designed to <br />complement and augment existing internal IT services. . <br />a. Tier 1 Service Desk support for basic customer issues such as usage problems and <br />fulfilling service request requiring IT assistance. . <br /> i. Incident and request reporting, logging, categorization and prioritization . <br /> ii. Handling pre-approved, predefined and documented request that can be <br />resolved using step-by-step guides. . <br /> iii. Ticket escalation to appropriate support tier . <br /> iv. Workstation Asset and installed software information . <br /> v. DYNAMIC QUEST provided Kaseya software to implement the monitoring and <br />management functionality . <br />b. Non Tier Ticket Routing . <br /> i. Incident and request reporting, logging, categorization and prioritization . <br /> ii. Ticket escalation to appropriate support tier <br /> <br />4. Duration of Services <br /> <br />a. Term. The term of this Agreement shall be from 23 April 2021 to 22 April 2022. <br /> <br />b. Scheduling of Services. <br />i) The Provider shall schedule and perform its activities in a timely manner. <br /> <br />ii) Should the County determine that the Provider is behind schedule, it may require <br />the Provider to expedite and accelerate its efforts, including providing additional <br />resources and working overtime, as necessary, to perform its services in <br />accordance with the approved project schedule at no additional cost to the <br />County. <br /> <br />iii) The Commencement Date for the Provider's Basic Services shall be 23 April <br />2021. <br /> <br />5. Compensation <br /> <br />a. Compensation for Basic Services. Compensation for Basic Services shall include all <br />compensation due the Provider from the County for all services satisfactorily (as <br />determined by the County) performed pursuant to this Agreement. The maximum <br />amount payable for Basic Services shall not exceed seven-thousand-four-hundred-sixty <br />and 00/100 Dollars ($7,460.00) (See Attachment A). Payment for satisfactorily <br />performed Basic Services shall become due and payable within thirty (30) days of <br />Provider properly invoicing County. Payment shall be subject to provisions of Section <br />5(b). <br /> <br />b. Disputes. In the event the amount stated on an invoice is disputed by the County, the <br />County may withhold payment of all or a portion of the amount stated on an invoice <br />until the parties resolve the dispute. Should Provider fail to perform its duties under the <br />DocuSign Envelope ID: BFF5690F-4716-4836-B8D9-3E84C4C21608DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B