2026-197-E-IT Dept-Superion-Software licenses and annual maintenance fees

Browse Search

7.4. a Force Majeure event (as outlined in Section 12), or the negligence, intentional acts, or omissions of Customer or its agents. 8. Incident Resolution. Actual response times and resolutions may vary due to issue complexity and priority. For critical impact level and above, CentralSquare provides a continuous resolution effort until the issue is resolved. CentralSquare will make commercially reasonable efforts to resolve Software incidents for live remote based production systems using the following guidelines: Priority Resolution Process Resolution Time Priority 1 – Urgent CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume live operations on the production System. CentralSquare will work continuously to provide the Customer with a solution that allows the Customer to resume live operations on the production system. CentralSquare will either resolve the issue or provide a resolution plan as soon as possible and not later than twenty-four (24) hours after notification. Priority 2 – Critical CentralSquare will provide a procedural or configuration workaround or a code correction that allows the Customer to resume normal operations on the production System. CentralSquare will work continuously to provide the Customer with a solution that allows the Customer to resume normal operations on the production System. CentralSquare will either resolve the issue or provide a resolution plan as soon as possible and not later than thirty- six (36) hours after notification. Priority 3 – Non – Critical CentralSquare will provide a procedural or configuration workaround that allows the Customer to resolve the problem. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction within a timeframe that takes into consideration the impact of the issue on the Customer and CentralSquare’s User base. Priority 3 issues have no defined resolution time. Priority 4 – Minor If CentralSquare determines that a reported Minor Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. CentralSquare will work to provide the Customer with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no defined resolution time. 9. Cases needing development. Support cases that require code development (e.g. writing, modifying or reviewing source code to create new functionality, resolve issues, or improve existing features) will be transferred to the appropriate product development team. Cases transferred to product development will be reviewed to determine the nature of the request, the severity of the impact on the performance of the solution, and the availability of a resolution. CentralSquare reserves the right to close out Non-Critical (Priority 3) and Minor (Priority 4) support cases, without resolution, for development items that do not reasonably fall within the current product roadmap. 10. Non-Production Environments. CentralSquare will make commercially reasonable efforts to provide fixes to non- production environment(s). Non-production environments are not included under the response or resolution tables provided in this Exhibit. 10.1. Maintenance. All non-production environment resolution processes will follow the structure and schedules outlined above for production environments. 10.2. Incidents and service requests. Non-production environment incidents are considered priority 3 or 4, dictated by circumstances and will be prioritized and scheduled subordinate to production environment service requests. 11. Training. Outside the scope of training services purchased, if any, Customer is responsible for the training and Docusign Envelope ID: F30F2F39-4481-49E9-9AB5-173A72476508Docusign Envelope ID: 88134446-D927-8F9A-814A-D3C4A524DA66