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-7 - <br />6.1. Not less than three System Releases per year will be delivered to all NC county <br />customers. <br />6.2. System Releases will be delivered using the following approach: <br />(a)Issue Cut Off – Cutoff date for reporting Issues to be included in the System <br />Release is five weeks prior to the scheduled Acceptance Testing Release. <br />(b)Issue List – A List of Issues to be included in the System Release provided <br />to the County in the Online Release Notes (available in the application) at the <br />time of the Acceptance Testing Release. <br />(c)Acceptance Testing Release – System Release is provided to the County <br />for installation and acceptance testing. <br />(d)Production Decision – Participating Counties independently make a <br />decision to accept or reject the System Release within four weeks after <br />Acceptance Testing Release is made available. <br />(e)Production – Farragut recommends County put System Release into <br />production within two weeks of acceptance. <br />6.3. Technology Upgrades. Farragut will add support in System Releases for minor new <br />versions of third party database software as soon as commercially practicable. <br />6.4. System Releases will have a Release Acceptability of 92% or higher. <br />7.Timing Standards of Performance by Farragut. Farragut shall meet the following timing <br />standards in connection with the Repair and Support Services: <br />7.1. Resolution Time. Critical Severity Issues will be resolved within one business day, <br />or if software change required, delivered with next weekly Hot Fixes of the Issue being <br />reported; provided that if the Critical Severity Issue is not capable of resolution within that <br />time frame, Farragut shall provide to the County a description of the Hot Fix plan and <br />time frame for resolving the Issue. <br />7.2. Acknowledgement Time. <br />(a)In the event of a Critical Severity Issue Farragut will respond within one <br />business hour. <br />(b)In the event of a Major Severity Issue Farragut will response within one <br />business day. <br />(c)Farragut shall respond to telephone and e-mail queries about additional <br />Issues, services, and other matters within 2 business days of the receipt of the <br />inquiry from the County. <br />8.General Performance Duties of the County. In addition to the obligations in the License <br />Agreement, the County shall meet or cause the Users to meet the following obligations in <br />connection with the Services: <br />8.1. Report Issues in Online Customer Portal. <br />8.2. Provide timely user acceptance testing for Hot Fixes and System Releases prior to <br />putting them into production. <br />DocuSign Envelope ID: 7DCC2B8A-E44C-4172-BF52-8A8B6D647BED