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DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 41 <br /> EXHIBIT A <br /> SUPPORT SERVICES AND FEES <br /> 1. Software. The Software supported under this Agreement is NCPTS Billing & Collections <br /> (B&C) and Land Records & CAMA(LRC). <br /> 2. General Performance Duties of Farragut. Farragut shall: <br /> 2.1. Use diligent efforts to correct Errors and provide reasonable workarounds in the <br /> order of priority as specified by the County. As part of this service, Farragut will also <br /> correct defects in data that are not caused by user or third-party software error, e.g., <br /> those caused by Errors or Farragut batch run or data migration errors. <br /> 2.2. Provide reasonable assistance related to maximizing the use or the performance of <br /> the Software, including assisting users with the proper use of the Software and with data <br /> issues related to queries and report writing. <br /> 2.3. Maintain a Customer Response Center("CRC") Monday through Friday (excluding <br /> normal business holidays)from 8:30 AM until 5:00 PM Eastern Time for the reporting, <br /> execution, and management of Services. <br /> 3. Staffing Requirements of Farragut. <br /> 3.1. Farragut will provide personnel with adequate skill and training as shall be required <br /> to meet its obligations and deliver the Services as described in this Agreement. <br /> 4. Reporting Requirements of Farragut. Farragut will provide a web-based Issue entry and <br /> service status system ("Online Customer Portal", including any successor system thereto). This <br /> system will support: <br /> 4.1. Submission of Issues <br /> 4.2. Tracking of Issue priorities and status (including opened and closed issues) <br /> 4.3. Access to Issue resolution database <br /> 5. Meetings Arranged by Farragut. Farragut will facilitate and provide reports for the following <br /> meetings: <br /> 5.1. Monthly prioritization meetings by telephone to review and prioritize the County's <br /> Issues. <br /> 5.2. Periodic planning meetings at Farragut to collectively review and plan how support <br /> services are delivered to all support customers for the Software. These meeting will be <br /> scheduled on mutually agreeable dates and will include other NC county customers of <br /> the Software. <br /> 5.3. Such additional meetings as are mutually agreed and scheduled. <br /> 6. System Releases <br /> -6- <br />