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DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 56 <br /> SCHEDULE B <br /> SOFTWARE SUPPORT <br /> This Schedule further describes Farragut's Software Support as referenced in the Software License and <br /> Support Agreement(the"Agreement"), by and between Farragut and Customer. Unless otherwise specified, <br /> terms defined in the Agreement will apply to this Schedule. <br /> In consideration for the Annual Support Fee paid by Customer, Farragut will use commercially reasonable <br /> efforts to provide the Software Support set forth herein below for the Software licensed by Farragut to <br /> Customer. <br /> Farragut may, where appropriate, prorate the Annual Support Fees so that Annual Support Fees for all <br /> Software is renewable on the same date, even if all Software was not ordered at the same time. <br /> 1. Contact Information. <br /> The following contact information is to be used by Customer for submitting Software Support requests, as well <br /> as any other Software support requests, to Farragut: <br /> Customer Support Center: http://helpcenter.farragut.com <br /> Phone: 919-572-0901 <br /> The following contact information is to be used by Farragut for contacting Customer on Software Support <br /> requests, as well as any other Software support requests: <br /> Primary Customer Contact Point("CCP"): <br /> First Alternate CCP: <br /> Customer Key Operator(s): <br /> Customer or Farragut may change their respective Support Contact Information by providing notice of such <br /> change to the other party by email, fax or pursuant to the notice provisions in Section 11.11 of the <br /> Agreement. <br /> 1.1 Customer Support Center. The Customer Support Center (CSC) is the primary point of <br /> Customer contact for all support. CSC consultants will provide responses to support requests received from a <br /> Customer CCP. <br /> 1.2 Methods for contacting the CSC. <br /> • Email—Customer contacts the CSC by email at cresupport@farragut.com. When an <br /> issue is communicated via email, the CSC will log the ticket and return an email to the email <br /> recipient designated in the account along with the issue tracking number. Customers may <br /> provide contact email addresses that route to an email distribution list established and <br /> managed by Customer. <br /> • Telephone-Customer contacts the CSC by phone at 919-599-5604. When an issue <br /> is reported by phone,the CSC staff will open a new ticket and the ticket number will be verbally <br /> communicated to the person calling. For calls received outside of the CSC operation hours, <br /> Customer may leave a voice message stating the issue and contact information. CSC staff <br /> will check the voicemail message and contact Customer the following business day. All <br /> telephone calls concerning support requests must be made by calling the regular CSC <br /> telephone number and must be followed by a written request. <br /> 1.3 CSC Hours of Operation. Normal operating hours for the CSC are 8:00 AM to 5:00 PM Eastern <br /> - 11 - <br />