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-6 - <br />EXHIBIT A <br />SUPPORT SERVICES AND FEES <br />1.Software. The Software supported under this Agreement is NCPTS Billing & Collections <br />(B&C) and Land Records & CAMA (LRC). <br />2.General Performance Duties of Farragut. Farragut shall: <br />2.1. Use diligent efforts to correct Errors and provide reasonable workarounds in the <br />order of priority as specified by the County. As part of this service, Farragut will also <br />correct defects in data that are not caused by user or third-party software error, e.g., <br />those caused by Errors or Farragut batch run or data migration errors. <br />2.2. Provide reasonable assistance related to maximizing the use or the performance of <br />the Software, including assisting users with the proper use of the Software and with data <br />issues related to queries and report writing. <br />2.3. Maintain a Customer Response Center (“CRC”) Monday through Friday (excluding <br />normal business holidays) from 8:30 AM until 5:00 PM Eastern Time for the reporting, <br />execution, and management of Services. <br />3.Staffing Requirements of Farragut. <br />3.1. Farragut will provide personnel with adequate skill and training as shall be required <br />to meet its obligations and deliver the Services as described in this Agreement. <br />4.Reporting Requirements of Farragut. Farragut will provide a web-based Issue entry and <br />service status system (“Online Customer Portal”, including any successor system thereto). This <br />system will support: <br />4.1. Submission of Issues <br />4.2. Tracking of Issue priorities and status (including opened and closed issues) <br />4.3. Access to Issue resolution database <br />5.Meetings Arranged by Farragut. Farragut will facilitate and provide reports for the following <br />meetings: <br />5.1. Monthly prioritization meetings by telephone to review and prioritize the County’s <br />Issues. <br />5.2. Periodic planning meetings at Farragut to collectively review and plan how support <br />services are delivered to all support customers for the Software. These meeting will be <br />scheduled on mutually agreeable dates and will include other NC county customers of <br />the Software. <br />5.3. Such additional meetings as are mutually agreed and scheduled. <br />6. System Releases <br />DocuSign Envelope ID: 7DCC2B8A-E44C-4172-BF52-8A8B6D647BED