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| SOFTWARE AS A SERVICE AGREEMENT <br />| Copyright © Northwoods Consulting Partners, Inc. All rights reserved. 12 <br />ATTACHMENT C <br />Ongoing Support <br /> <br />SUPPORT CENTER ACCESS <br />Ongoing support services are provided via Northwoods Support Center and generally will be available during the hours <br />of 7:00 a.m. to 5:00 p.m., in the applicable time zone for the User, Monday through Friday, excluding Northwoods’ <br />holidays, or as otherwise provided by Northwoods to its end users in the normal course of its business, either by <br />telephone or Northwoods Customer Portal, in accordance with the severity levels described below. <br />ESCALATION / SEVERITY LEVELS <br />Issues will be generally categorized and handled according to an assigned severity level, as follows: <br />Severity Level Description and Examples <br />Level 1 – High Critical production issue affecting all users, including <br />system unavailability and data integrity issues with <br />no workaround available <br />Level 2 – Medium System performance issue or bug affecting some but <br />not all users. Short-term workaround is available, but <br />not scalable <br />Level 3 – Low Inquiry regarding a routine technical issue; <br />information requested on application capabilities, <br />navigation, installation or configuration; bug <br />affecting a small number of users. Reasonable <br />workaround available. Resolution required as soon <br />as reasonably practicable <br /> <br />For Severity Level 1 issues, Users must call the Support Center. <br />For Severity Levels 2 and 3, Users should submit cases over the Web via t he Northwoods Customer Portal. <br />Upon case submission, Users will be asked to provide their organization name, contact information and case details, <br />and each case will be assigned a unique case number. A Northwoods Representative will use commercially reaso nable <br />efforts to call or e-mail the User within one (1) business day and will use commercially reasonable efforts to promptly <br />resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may <br />consist of a fix, workaround or other solution in Northwoods’ reasonable determination. Reproducible errors that <br />cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. <br />TELEPHONE SUPPORT <br />The Telephone Support phone number is 833-323-2637 <br />SUBMITTING A CASE <br />DocuSign Envelope ID: D7D212FB-FBC9-4D6C-91D3-137CA2E41E22