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<br />- 11 - <br />SCHEDULE B <br /> <br />SOFTWARE SUPPORT <br /> <br />This Schedule further describes Farragut’s Software Support as referenced in the Software License and <br />Support Agreement (the “Agreement”), by and between Farragut and Customer. Unless otherwise specified, <br />terms defined in the Agreement will apply to this Schedule. <br />In consideration for the Annual Support Fee paid by Customer, Farragut will use commercially reasonable <br />efforts to provide the Software Support set forth herein below for the Software licensed by Farragut to <br />Customer. <br />Farragut may, where appropriate, prorate the Annual Support Fees so that Annual Support Fees for all <br />Software is renewable on the same date, even if all Software was not ordered at the same time. <br /> <br />1. Contact Information. <br /> <br />The following contact information is to be used by Customer for submitting Software Support requests, as well <br />as any other Software support requests, to Farragut: <br /> <br />Customer Support Center: http://helpcenter.farragut.com <br />Phone: 919-572-0901 <br />The following contact information is to be used by Farragut for contacting Customer on Software Support <br />requests, as well as any other Software support requests: <br /> <br />Primary Customer Contact Point (“CCP”): ____________________________ <br />First Alternate CCP: ____________________________ <br />Customer Key Operator(s): ____________________________ <br /> <br />Customer or Farragut may change their respective Support Contact Information by providing notice of such <br />change to the other party by email, fax or pursuant to the notice provisions in Section 11.11 of the <br />Agreement. <br /> <br /> 1.1 Customer Support Center. The Customer Support Center (CSC) is the primary point of <br />Customer contact for all support. CSC consultants will provide responses to support requests received from a <br />Customer CCP. <br /> <br /> 1.2 Methods for contacting the CSC. <br /> <br /> ● Email – Customer contacts the CSC by email at crcsupport@farragut.com. When an <br />issue is communicated via email, the CSC will log the ticket and return an email to the email <br />recipient designated in the account along with the issue tracking number. Customers may <br />provide contact email addresses that route to an email distribution list established and <br />managed by Customer. <br /> <br /> ● Telephone - Customer contacts the CSC by phone at 919-599-5604. When an issue <br />is reported by phone, the CSC staff will open a new ticket and the ticket number will be verbally <br />communicated to the person calling. For calls received outside of the CSC operation hours, <br />Customer may leave a voice message stating the issue and contact information. CSC staff <br />will check the voicemail message and contact Customer the following business day. All <br />telephone calls concerning support requests must be made by calling the regular CSC <br />telephone number and must be followed by a written request. <br /> <br /> 1.3 CSC Hours of Operation. Normal operating hours for the CSC are 8:00 AM to 5:00 PM Eastern <br />DocuSign Envelope ID: 7DCC2B8A-E44C-4172-BF52-8A8B6D647BED