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<br /> <br />EXHIBIT 2 <br />Support Standards <br />I. Support Hours: Hours During Which CentralSquare ’s Telephone Support Will be Available to Customer in Connection with the <br />Provision of Maintenance: Unless otherwise noted in the Order as to Support Type, support hours are Monday through Friday, 8:00 <br />A.M. to 5:00 P.M. Customer’s Local Time within the continental United States, excluding holidays (“5x9”). <br /> <br />II. Targeted Response Times. <br />“Notification” means a communication to CentralSquare ’s help desk by means of: (i) CentralSquare ’s web helpline; or (ii) the placement <br />of a telephone call. <br /> <br />III. Support Terms. <br />Beginning on the Execution Date and continuing for twelve (12) months thereafter (“Initial Support Term”), CentralSquare shall <br />provide the ongoing Support Services described herein for the corresponding Fees outlined in Exhibit 1. Upon expiration of the Initial <br />Support Term, ongoing Support Services shall automatically renew, with customer paying for additional annual support periods, each <br />a (“Renewal Support Term”). This renewal will continue until termination of this Agreement provided that, CentralSquare shall not <br />give notice of termination if it would be effective prior to a period equal to two times the Agreement’s Initial Support Term. <br /> <br />With respect to CentralSquare ’s support obligations, CentralSquare will use diligent, commercially reasonable efforts to respond to <br />Notifications from Customer relating to the Solution identified in the Order in accordance with the following guidelines with the time <br />period to be measured beginning with the first applicable CentralSquare “Telephone Support” hour occurring after CentralSquare ’s <br />receipt of the Notification: <br />Priority Description Response Goal <br /> <br />Resolution Goal <br /> <br />Urgent <br />1 <br />A support issue shall be considered Urgent when it <br />produces a Total System Failure; meaning the Solution is <br />not performing a process that has caused a complete <br />work stoppage. <br />Within 60 minutes of <br />the issue being <br />reported and a <br />resolution planned <br />within 24 hours. <br />Although resolution <br />times vary depending <br />on the exact issue and <br />customer environment, <br />CentralSquare has a <br />stated goal to resolve <br />an urgent issue within <br />24 hours or provide a <br />resolution plan with <br />urgent issues within 24 <br />hours of being <br />reported. <br /> <br />A resolution plan will <br />detail the steps <br />necessary to <br />understand and <br />possibly resolve the <br />issue. <br /> <br /> <br />Critical <br />2 <br />A support issue shall be considered Critical when a <br />critical failure in operations occurs; meaning <br />CentralSquare ’s Solution is not performing a critical <br />process and prevents the continuation of basic <br />operations. Critical problems do not have a workaround. <br />This classification does not apply to intermittent <br />problems. <br />Within two hours of <br />the issue being <br />reported and a <br />resolution planned <br />within five (5) days. <br />Non-Critical <br />3 <br />A support issue shall be considered Non-Critical when a <br />non-critical failure in operations occurs; meaning the <br />Solution is not performing non-critical processes, but the <br />system is still usable for its intended purpose or there is <br />a workaround. <br />Within four hours of <br />the issue being <br />reported. <br />Minor <br />4 <br />A support issue will be considered Minor when the issue <br />causes minor disruptions in the way tasks are performed, <br />but does not affect workflow or operations. This may <br />include cosmetic issues, general questions, and how to <br />use certain features of the system. <br />Within 24 hours of <br />the issue being <br />reported. <br /> Response timing is measured from the moment a Case number is created. As used herein a “Case number” is created when a) <br />CentralSquare ’s support representative has been directly contacted by Customer either by phone, in person, or through CentralSquare <br />’s online support portal, and b) when CentralSquare ’s support representative assigns a case number and conveys that case number to <br />the Customer. Customer must provide remote access to its facility using a CentralSquare approved remote access Customer so that <br />CentralSquare can perform the support obligations and/or services under this Agreement; and will provide appropriate security access <br />and accounts for CentralSquare staff and each session participant. <br /> <br /> <br /> <br />DocuSign Envelope ID: 6AD3FC72-1379-49D2-81C9-A007D8F3B667