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<br /> Page 6 of 8 <br />● Document the reported problem, including, when possible, screenshots and/or detailed descriptions with reproduction steps; <br />● Document the steps taken by your First Line Support to troubleshoot the problem; ● Resolve, when possible, the problems your <br />users have reported. <br /> If after reasonable commercial efforts your First Line Support is unable to diagnose or resolve the issues, your designated <br />representative will contact Catalis Support to report the issue. In the event that you do not establish and maintain First Line Support <br />for your users throughout the term of your Maintenance or Subscription agreement, Catalis reserves the right to request an increase to <br />your current subscription or maintenance fees and/or assess charges for out of scope work. Any additional charges, referred to in the <br />previous sentence, will constitute a change order that must be signed by both parties. <br /> <br />Additionally, customers will, at your own expense: <br /> <br />● For customers hosting their Software locally, upgrade all system software on or before the end of Mainstream support from <br />Microsoft (Recommended); <br />● Update, maintain and patch all system software, security, anti-virus, and fraud detection software to the current releases from <br />the licensor on all customer servers used in connection with the Software; <br />● Consistent with government regulations (e.g. HIPAA, CJIS), apply database encryption software to secure all private or <br />personal data stored locally while at rest or in transit; <br />● When the Software is locally installed, implement and perform appropriate data backup and data recovery procedures; <br />● Secure a high speed internet connection for use by Catalis to perform support services and for your users to access the Software. <br /> <br />4. SERVICE LEVEL DEFINITIONS <br />Service requests for Software may be submitted by your designated representative online via Catalis’s web-based customer support <br />system, TeamSupport, or by telephone. The Service Level shall be determined based on the severity definitions specified below. <br /> <br />Service <br />Level Service Level Definition Initial <br />Response Time Resolution <br />1 Your production use of the Software is stopped or severely impacted <br />such that you cannot continue to work. The operation is mission critical <br />to the business and no Circumvention Procedures are available. <br />2 hours 2 business days <br />2 You experience a severe loss of service where essential functionality is <br />unavailable, however, operations can continue in a restricted fashion or <br />by use of a Circumvention Procedure. <br />1 business day 5 business days <br />3 You experience a loss of service where nonessential functionality is <br />unavailable and a workaround is not available to restore functionality. 2 business days 25 business days <br />4 You experience a loss of service where non-essential functionality is <br />unavailable. The impact is an inconvenience, or a Circumvention <br />Procedure is available. <br />2 business days Within next two <br />version releases <br />5 A cosmetic or minor issue that does not impact the operation of a <br />Software. 2 business days <br />Issue may be resolved <br />at Catalis’s discretion <br />at a future date <br />6 All Enhancement requests, usage questions, or requests for training. <br />Also reported problems that are caused by customer computers, local <br />environments, networks or third-party software. 4 business days <br />These requests are <br />outside the scope of <br />our maintenance <br />obligations <br />DocuSign Envelope ID: DB3028D2-AD5E-4CCF-84B3-305C2A760199