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DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 42 <br /> 6.1. Not less than three System Releases per year will be delivered to all NC county <br /> customers. <br /> 6.2. System Releases will be delivered using the following approach: <br /> (a) Issue Cut Off—Cutoff date for reporting Issues to be included in the System <br /> Release is five weeks prior to the scheduled Acceptance Testing Release. <br /> (b) Issue List—A List of Issues to be included in the System Release provided <br /> to the County in the Online Release Notes (available in the application) at the <br /> time of the Acceptance Testing Release. <br /> (c) Acceptance Testing Release—System Release is provided to the County <br /> for installation and acceptance testing. <br /> (d) Production Decision—Participating Counties independently make a <br /> decision to accept or reject the System Release within four weeks after <br /> Acceptance Testing Release is made available. <br /> (e) Production—Farragut recommends County put System Release into <br /> production within two weeks of acceptance. <br /> 6.3. Technology Upgrades. Farragut will add support in System Releases for minor new <br /> versions of third party database software as soon as commercially practicable. <br /> 6.4. System Releases will have a Release Acceptability of 92% or higher. <br /> 7. Timing Standards of Performance by Farragut. Farragut shall meet the following timing <br /> standards in connection with the Repair and Support Services: <br /> 7.1. Resolution Time. Critical Severity Issues will be resolved within one business day, <br /> or if software change required, delivered with next weekly Hot Fixes of the Issue being <br /> reported; provided that if the Critical Severity Issue is not capable of resolution within that <br /> time frame, Farragut shall provide to the County a description of the Hot Fix plan and <br /> time frame for resolving the Issue. <br /> 7.2. Acknowledgement Time. <br /> (a) In the event of a Critical Severity Issue Farragut will respond within one <br /> business hour. <br /> (b) In the event of a Major Severity Issue Farragut will response within one <br /> business day. <br /> (c) Farragut shall respond to telephone and e-mail queries about additional <br /> Issues, services, and other matters within 2 business days of the receipt of the <br /> inquiry from the County. <br /> 8. General Performance Duties of the County. In addition to the obligations in the License <br /> Agreement, the County shall meet or cause the Users to meet the following obligations in <br /> connection with the Services: <br /> 8.1. Report Issues in Online Customer Portal. <br /> 8.2. Provide timely user acceptance testing for Hot Fixes and System Releases prior to <br /> putting them into production. <br /> -7- <br />