2024-566-E-Emergency Svc-Hexagon Safety, Infrastructure, & Geospatial-CAD Replacement

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Orange County, NC On-Premise OnCall Dispatch Implementation Statement of Work 120 Attachment K – Warranty Pursuant to the GSA Contract, Hexagon warrants the Hexagon Software provided in this Order shall materially conform to its Specifications for one (1) year from Cutover of the applicable Subsystem, provided that in the event of a nonconformity during the Warranty Period, Hexagon shall address the reported Defect in accordance with below. Support Provisions Should a Defect arise, Hexagon shall provide support as follows, which represents the exclusive remedy of any Defect occurring during the Warranty Period. During the Warranty Period, Hexagon shall provide Maintenance Services consisting of the following. Reasonable commercial efforts to aid in the diagnosis of Defects are included within Maintenance Services. Hexagon shall provide reasonable commercial efforts to aid in correction of Defects. Defect corrections provided by Hexagon shall, unless otherwise agreed by Hexagon, be delivered within Hexagon’s product releases, and in accordance with Hexagon’s standardized release cycles. Additionally, the following are available during the Warranty Period:  Out-of-the-box functionality support via the support help desk (telephone or eService via the Designated Portal; and, access to any available Hexagon problem knowledge base online self- help tool.  Phone support is available Monday through Friday from 0700-1700 Central Time, excluding Hexagon-observed holidays provided that for Level One Defects, telephone support is available at all times of the day, including holidays and weekends.  Access to available Updates of Covered Software Products. Hexagon will notify through the Help Desk when Updates are made available for any Covered Software Products. Updates are shipped to Customer upon Customer’s request logged in the Designated Portal site. Hexagon is not obligated to produce any Updates. For avoidance of doubt, a Customer’s entitlement to Updates shall not include entitlement to any therein embedded or otherwise related module or function which is licensed and priced separately from Covered Products for which Customer has purchased an entitlement to Updates. Provision of support during the Warranty Period is conditioned upon the following: System Requirements. Customer is responsible for ensuring: the System Equipment and Network Infrastructure meet minimum system requirements specified by Hexagon and provided as Attachment E; its systems, software, and data are adequately backed up. Customer will permit Hexagon to electronically access Customer’s system via Secure Access Tool. Customer will ensure availability of its own system technical support personnel so that Hexagon can fulfill its Maintenance Services obligations. When reporting problems to Hexagon’s support help desk, Customer will provide a complete problem description, along with all necessary documents and information that is available to Customer and required by Hexagon to diagnose and resolve the problem. Customer will grant all necessary access to all required systems as well as to the Covered Products, and any other reasonable assistance needed. Customer will carry out any reasonable instructions and will install any necessary patches, Defect corrections, or Updates. Customer will appoint a minimum of two and a maximum of five contact people who are each authorized to make use of the Maintenance Services (“Authorized Contacts”). Customer is obligated to select only those personnel for this task who are suitable for it by means of training and function, and who have knowledge of Customer’s operating system, network, and hardware and software. Customer agrees to promptly notify Hexagon of any Docusign Envelope ID: 463E937D-8F02-4D22-9EEA-B2B50627D9E0Docusign Envelope ID: DE681D27-7D55-4FB6-8C51-9394D26FBC9E