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DocuSign Envelope ID:7DCC2B8A-E44C-4172-BF52-8A8B6D647BED <br /> 43 <br /> 8.3. Put System Releases into production within two weeks of collective acceptance. <br /> 8.4. Participate in scheduled support review and planning meetings. <br /> 8.5. Respond to reasonable requests for information and clarification regarding Services <br /> to be performed. <br /> 8.6. Appoint a named Support Coordinator to provide first-level maintenance and <br /> support services to the Users and coordinate second-level support with Farragut. First <br /> level maintenance and support includes the provision of telephone and e-mail support to <br /> Software users and the implementation of documented fixes and workarounds. <br /> 8.7. Provide system administration services to keep the Software in good working order <br /> including monitoring security configuration, managing allocation of user names and <br /> passwords, configuring and monitoring automated batch jobs, monitoring disk space and <br /> other resource use, and performing backups. <br /> 8.8. Provide database administration services that provide for data security <br /> enforcement, database performance, and backup and recovery <br /> 8.9. Provide data loading and extraction services related to required data imports or <br /> extracts from the Software. <br /> 8.10. Provide and maintain Farragut access to a current test environment. All such <br /> Farragut access shall be consistent with County's security policy, as communicated to <br /> Farragut from time to time. <br /> 9. Services Not Included in this Agreement. The following services can be provided by <br /> Farragut at additional cost and are not provided in this Agreement. <br /> 9.1. First-level maintenance and support services to the Users. <br /> 9.2. Administration services to keep the Software and related hardware, third-party <br /> software and other IT infrastructure in good working order including monitoring security <br /> configuration, managing allocation of user names and passwords, configuring and <br /> monitoring automated batch jobs, monitoring disk space and other resource use, and <br /> performing backups. <br /> 9.3. Database administration services that provide for data security enforcement, <br /> database performance, and backup and recovery. <br /> 9.4. Data loading and extraction services related to required data imports or extracts <br /> from the Software. <br /> 9.5. Report writing. <br /> 9.6. Data migration-related issues for situations where Farragut was not responsible for <br /> the data migration. <br /> 9.7. Extended service hours beyond the normal CRC hours. <br /> 9.8. On-site services (unless determined by Farragut to be necessary for addressing a <br /> Critical Severity Issue). <br /> 9.9. Change requests and enhancements. <br /> -8 <br />