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EXHIBIT 1 <br />Maintenance & Support <br /> <br />This Maintenance & Support Exhibit describes support and maintenance relating to technical support that <br />CentralSquare will provide to Customer during the Term of the Agreement. <br /> <br />1. Product Updates and Releases <br />1.1. Software Version. “Software Version” means the base or core version of the Software that contains significant <br />new features and significant fixes and is available to the Customer. Software Versions may occur as the <br />Software architecture changes or as new technologies are developed. The nomenclature used for updates and <br />upgrades consists of major, minor, build, and fix and these correspond to the following digit locations of a <br />release, a,b,c,d. An example of which would be 7.4.1.3, where the 7 refers to the m ajor release, the 4 refers <br />to the minor release, the 1 refers to the build, and the 3 refers to a fix. All Software Versions are provided and <br />included as part of this Agreement. <br />1.2. Updates. From time to time CentralSquare may develop permanent fixes or solutions to known problems or <br />bugs in the Software and incorporate them in a formal “Update” to the Software. If Customer is receiving <br />technical support from CentralSquare on the general release date for an Up date, CentralSquare will provide <br />the Customer with the Update and related Documentation at no extra charge. Updates for custom <br />configurations will be agreed upon by the Parties and outlined in a Statement of Work or Change Order. <br />1.3. Releases. Customer shall agree to install and/or use any New or Major Release within one year of being made <br />available by CentralSquare to avoid or mitigate a performance problem, ineligibility for Support and <br />Maintenance Services or infringement claim. All modifications, revisions and updates to the Software shall be <br />furnished by means of new Releases of the Software and shall be accompanied by updates to the <br />Documentation whenever CentralSquare determines, in its sole discretion, that such updates are nece ssary. <br />2. Support <br />2.1. CentralSquare shall provide to Customer support via toll-free phone number 833-278-7877 or via the <br />CentralSquare Support Portal. CentralSquare shall provide to Customer, commercially reasonable efforts in <br />solving errors reported by the Customer as well as making available an online support portal. Customer shall <br />provide to CentralSquare reasonably detailed documentation and explanation, together with underlying data, to <br />substantiate errors and to assist CentralSquare in its efforts to diagnose, reproduce and correct the error. Should <br />either Party not be able to locate the error root cause and Customer and CentralSquare agree that on-site services <br />are necessary to diagnose or resolve the problem CentralSquare shall provide a travel estimate and estimated <br />hours in order to diagnose the reported error. <br />2.2. If after traveling onsite to diagnose a reported error and such reported error did not, in fact, exist or was not <br />attributable to a Defect in the Software provided by CentralSquare or an act or omission of CentralSquare, then <br />Customer shall pay for CentralSquare's investigation, travel, and related services in accordance with provided <br />estimate. Customer must provide CentralSquare with such facilities, equipment and support as are reasonably <br />necessary for CentralSquare to perform its obligations under this Exhibit, including remote access in <br />accordance with the Remote Access Policy. <br />3. Online Support Portal <br />Online support is available via https://support.centralsquare.com/s/contact-us, offering Customer the ability to <br />resolve its own problems with access to CentralSquare’s most current information. Customer will need to enter its <br />designated username and password to gain access to the technical support areas on CentralSquare’s website. <br />CentralSquare’s technical support areas allow Customer to: (i) search an up -to-date knowledge base of technical <br />support information, technical tips, and featured functions; and (ii) access answers to frequently asked questions <br />(FAQ). <br />4. Exclusions from Technical Support Services <br />CentralSquare shall have no support obligations to provide Support or Maintenance for Solutions that are not kept <br />current to one version prior to the then current version of the Solution. CentralSquare shall have no support <br />obligations with respect to any third-party hardware or software product not licensed or sold to Customer by <br />CentralSquare (“Nonqualified Product”). Customer shall be solely responsible for the compatibility and functioning <br />of Nonqualified Products with the Software. <br />5. Customer Responsibilities <br />In connection with CentralSquare’s provision of technical support as described herein, Customer <br />acknowledges that Customer has the responsibility to do each of the following: <br />5.1 Provide hardware, operating system and browser software that meets technical specifications, as well as <br />a fast, stable, high-speed connection and remote connectivity for accessing the Solution. <br />5.2 Maintain any applicable computer system and associated peripheral equipment in good working order in <br />Docusign Envelope ID: 57B8CAEA-5B53-40D6-BBFB-DA6FFEBE77CDDocusign Envelope ID: 8602A585-4937-4651-A46F-B3BF57DB1E26