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Customer or its agents. <br />8. Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For <br />critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. <br />CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based <br />production systems using the following guidelines: <br /> <br /> <br /> <br /> <br />Priority Resolution <br />Process <br />Resolution Time <br />Priority 1 – Urgent CentralSquare will provide a <br />procedural or configuration <br />workaround or a code correction <br />that allows the Customer to <br />resume live operations on the <br />production System. <br />CentralSquare will work continuously to provide the <br />Customer with a solution that allows the Customer to <br />resume live operations on the production system. <br />CentralSquare will either resolve the issue or provide a <br />resolution plan as soon as possible and not later than <br />twenty-four (24) hours after notification. <br />Priority 2 – <br /> <br />Critical <br />CentralSquare will provide a <br />procedural or configuration <br />workaround or a code correction <br />that allows the Customer to <br />resume normal operations on the <br />production System. <br />CentralSquare will work continuously to provide the <br />Customer with a solution that allows the Customer to <br />resume normal operations on the production System. <br /> <br />CentralSquare will either resolve the issue or provide a <br />resolution plan as soon as possible and not later than thirty- <br />six (36) hours after notification. <br />Priority 3 – Non – <br />Critical <br />CentralSquare will provide a <br />procedural or configuration <br />workaround that allows the <br />Customer to resolve the problem. <br />CentralSquare will work to provide the Customer with a <br />resolution which may include a workaround or code <br />correction within a timeframe that takes into consideration <br />the impact of the issue on the Customer and <br />CentralSquare’s User base. Priority 3 issues have no <br />defined resolution time. <br />Priority 4 – Minor If CentralSquare determines <br />that a reported Minor Priority <br />error requires a code correction, <br />such issues will be addressed in <br />a subsequent release when <br />applicable. <br />CentralSquare will work to provide the Customer with a <br />resolution which may include a workaround or code <br />correction in a future release of the software. Priority 4 <br />issues have no defined resolution time. <br /> <br />9. Cases needing development. Support cases that require code development (e.g. writing, modifying or reviewing <br />source code to create new functionality, resolve issues, or improve existing features) will be transferred to the <br />appropriate product development team. Cases transferred to product development will be reviewed to determine <br />the nature of the request, the severity of the impact on the performance of the solution, and the availability of a <br />resolution. CentralSquare reserves the right to close out Non-Critical (Priority 3) and Minor (Priority 4) support cases, <br />without resolution, for development items that do not reasonably fall within the current product roadmap. <br />10. Non-Production Environments. CentralSquare will make commercially reasonable efforts to provide fixes to non - <br />production environment(s). Non-production environments are not included under the response or resolution tables <br />provided in this Exhibit. <br />10.1. Maintenance. All non-production environment resolution processes will follow the structure and schedules <br />outlined above for production environments. <br />10.2. Incidents and service requests. Non-production environment incidents are considered priority 3 or 4, dictated <br />by circumstances and will be prioritized and scheduled subordinate to production environment service <br />requests. <br />11. Training. Outside the scope of training services purchased, if any, Customer is responsible for the training and <br />organization of its staff in the operation of the Software. <br />12. Development Work. Software support and maintenance does not include development work either (i) on software <br />not licensed from CentralSquare or (ii) development work for enhancements or features that are outside the <br />Docusign Envelope ID: 57B8CAEA-5B53-40D6-BBFB-DA6FFEBE77CDDocusign Envelope ID: 8602A585-4937-4651-A46F-B3BF57DB1E26