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Spatialest Master Software and Services Agreement 27 <br /> <br />15 EXHIBIT E MAINTENANCE SERVICES <br /> <br />Maintenance Generally. Spatialest’s Maintenance Services are provided only for the standard version of <br />the Software/Subscription Services made generally available by Spatialest and do not apply to any custom <br />software deliverables that may be provided by Spatialest to Customer as part of Professional Services. <br />Support. Spatialest Service Desk offers the Customer a single point of contact for all product support <br />questions. The Customer will access the Service Desk via email to support@spatialest.com The automated <br />response will contain a telephone number for Priority Level One (1) issues as described below. The Service <br />Desk Coordinator will work to address Customer issues. Support is provided for the current and one prior <br />upgrade of the Software. <br />Customer shall always maintain two (2) appropriately qualified persons as its designated support <br />representatives and keep Spatialest informed of their identities. Support calls to Spatialest shall be routed <br />through such representatives. <br />Response/Resolution Times. <br />Spatialest’s shall use commercially reasonable efforts to respond to and resolve the Priority Levels set out <br />below in the time periods described below, provided that classification of any problem among Priority <br />Levels shall be reasonably in accordance with the definitions specified below which shall be determined <br />by Spatialest in its reasonable discretion: <br /> <br />Priority Level Description <br />1 The Software/Subscription Services is down and cannot be accessed <br />2 The Software/Subscription Services is running but substantial errors occur <br />3 Errors in the Software/Subscription Services affect users’ ability to benefit fully from it <br />4 The Software/Subscription Services display some minor errors <br /> <br />The following target response and resolution times are applied: <br /> <br />Priority Level Target Initial response Target for Temporary Fix or workaround <br />1 Within 5 Business Hours Within 1 Business Day <br />2 Within 1 Business Day Within 2 Business Days <br />3 Within 1 Business Day Within 3 Business Days <br />4 Within 2 Business Days Within 5 Business Days, unless otherwise indicated in <br />response <br /> <br />DocuSign Envelope ID: D64C7E68-26A4-4A46-BC30-54CE92CAE70D