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Orange County, NC <br /> <br />On-Premise OnCall Dispatch Implementation <br />Statement of Work 121 <br />replacement of an Authorized Contact. Customer must ensure Authorized Contacts have adequate <br />expertise, training, and experience to provide professionally accurate descriptions of malfunctions and <br />facilitate Hexagon’s efficient response. Authorized Contacts must have successfully completed Hexagon <br />product training as provided in the Project. Customer will enter and/or log requests for assistance in such <br />systems, and utilizing such forms, as Hexagon may designate from time to time. <br />Response Times. The following reflect the response times corresponding to the Defect classification. <br />Priority Response Time <br />Level One Immediate or within 30 minutes of <br />notification <br />Level Two Within one hour of notification <br />Level Three <br /> <br />M-F, 7:00AM-7:00PM Central Time – <br />Immediate* or within eight hours of <br />notification during normal business <br />hours <br />Level Four M-F, 7:00AM-7:00PM Central Time – <br />Immediate* or within eight hours of <br />notification during normal business <br />hours <br />Exclusions <br />The following are outside the scope of the Maintenance Services provided during the Warranty Period: <br /> Installation of any Covered Product, Update, or interface software; <br /> Network configuration; <br /> Configuration or customization of Covered Products to Customer or other third party requirements <br />(except as necessary to remedy a Defect); <br /> System-level tuning and optimization and system administration support; <br /> Training; <br /> Services required because the Authorized Contact is not available or is not trained; <br /> On-site services (unless waived by Hexagon, in its sole discretion); <br /> Services required due to modifications of Covered Products by Customer; <br /> Services required due to use other than in the ordinary manner intended for the Covered <br />Products, or use in a manner that contravenes terms hereunder, or Customer’s disregard of the <br />installation and operating instructions according to the Documentation provided with the Covered <br />Products; <br /> Services required due to failure of software or hardware that is not a Covered Product; <br /> Services required due to Customer’s use of hardware or software that does not meet Hexagon <br />specifications or failure of Customer to maintain or perform industry standard maintenance on <br />Customer’s hardware or software; <br /> Services required due to software or portions thereof that were (i) incorrectly installed or <br />configured (other than by Hexagon), (ii) used in an environment inconsistent with the support <br />Docusign Envelope ID: 463E937D-8F02-4D22-9EEA-B2B50627D9E0Docusign Envelope ID: DE681D27-7D55-4FB6-8C51-9394D26FBC9EDocusign Envelope ID: 295A5D15-51E9-4D4A-ABF7-42411BB309FA