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HomeMy WebLinkAboutExhibit 7Exhibit B To Maintenance and Support Agreement SUPPORT PLAN This Support Plan is a Statement of Work that provides a description of the support to be performed. 1. Services Provided. The Services provided are based on the Severity Levels as defined herein. Each Severity Level defines the actions that will be taken by Seller for Response Time, Target Resolution Time, and Resolution Procedure for reported errors. Because of the urgency involved, Response Times for Severity Levels 1 and 2 are based upon voice contact by Customer, as opposed to written contact by facsimile or letter. Resolution Procedures are based upon Seller's procedures for Service as described below. SEVERITY LEVEL DEFINITION RESPONSE TIME TARGET RESOLUTION TIME 1 Total System Failure - occurs when the System is not functioning and there is no workaround; such as a Central Server is down or when the workflow of an entire agency is not functioning. Telephone conference within 1 hour of initial voice notification Resolve within 24 hours of initial notification 2 Critical Failure - Critical process failure occurs when a crucial element in the System that does not prohibit continuance of basic operations is not functioning and there is usually no suitable work- around. Note that this may not be applicable to Telephone conference within 3 Standard Business Hours of initial voice notification Resolve within 7 Standard Business Days of initial notification 3 Non -Critical Failure - Non -Critical part or component failure occurs when a System component is not functioning, but the System is still useable for its intended purpose, or there is a reasonable workaround. Telephone conference within 6 Standard Business Hours of initial notification Resolve in next Supplemental Release within 180 calendar days following verification 4 Inconvenience - An inconvenience occurs when System causes a minor disruption in the way tasks are performed but does not stop workflow. Telephone conference within 2 Standard Business Days of initial notification Resolve in a future Supplemental Release 5 Customer request for an enhancement to System functionality is submitted to Seller's Product Management for review. Seller's Product Management response within 120 Standard Business Days. If accepted, a release date will be provided with .a fee schedule, when appropriate. 1.1 Reporting a Problem. Customer shall assign an initial Severity Level for each error reported, either verbally or in writing, based upon the definitions listed above. Because of the urgency involved, Severity Level 1 or 2 problems must be reported verbally to the Seller's call intake center. Seller will notify the Customer if Seller makes any changes in Severity Level (up or down) of any Customer -reported problem. 1.2 Seller Response. Seller will use best efforts to provide Customer with a resolution within the appropriate Target Resolution Time and in accordance with the assigned Severity Level when Customer allows timely access to the System and Seller diagnostics indicate that a Residual Error is present in the Software. Target Resolution Times may not apply if an error cannot be reproduced on a regular basis on either Seller's or Customer's Systems. Should Customer report an error that Seller cannot reproduce, Seller may enable a detail error capture/logging process to monitor the System. If Seller is unable to correct the reported Residual Error within the specified Target Resolution Time, Seiler will escalate its procedure and assign such personnel or designee to correct such Residual Error promptly. Should Seller, in its sole discretion, determine that such Residual Error is not present in its Release, Seller will verify: (a) the Software operates in conformity to the System Specifications, (b) the Software is being used in a manner for which it was intended or designed, and (c) the Software is used only with approved hardware or software. The Target Resolution Time shall not commence until such time as the verification procedures are completed. 1.3 Error Correction Status Report. Seller will provide verbal status reports on Severity Level 1 and 2 Residual Errors. Written status reports on outstanding Residual Errors will be provided to System Administrator on a monthly basis. 2. Customer Responsibility. 2.1 Customer is responsible for running any installed anti -virus software. 2.2 Operating System ("OS") Upgrades. Unless otherwise stated herein, Customer is responsible for any OS upgrades to its System. Before installing any OS upgrade, Customer should contact Seller to verify that a given OS upgrade is appropriate. Updates to OS Software that provide software fix -es including point releases thereto are included for the covered OS Software products listed in Exhibit A during the term of this Agreement and is limited to the Hp Non -Stop S-Series OS Software only . 3. Seller Responsibility. 3.1 Anti -virus software. At Customer's request, Seller will make every reasonable effort to test and verify specific anti -virus, anti -worm, or anti -hacker patches against a replication of Customer's application. Seller will respond to any reported problem as an escalated support call. 3.2 Customer Notifications. Seller shall provide access to (a) Field Changes; (b) Customer Alert Bulletins; and (c) hardware and firmware updates, as released and if applicable. 3.3 Account Reviews. Seller shall provide annual account reviews to include (a) service history of site; (b) downtime analysis; and (c) service trend analysis. 3.4 Remote installation. At Customer's request, Seller will provide remote installation advice or assistance for Updates. 3.5 Software Release Compatibility. At Customer's request, Seller will provide: (a) current list of compatible hardware operating system releases, if applicable; and (b) a list of Seller's Software Supplemental or Standard Releases 3.6 On -Site Correction. Unless otherwise stated herein, all suspected Residual Errors will be investigated and corrected from Seller's facilities. Seller shall decide whether on -site correction of any Residual Error is required and will take appropriate action. 4. Decision Support System .("DSS".) Products. (Applies to Motorola's PremierCAD Software only). The CAD DSS products are supported on a consultative basis only with annual consultation hours not to exceed eight (8) hours. Any additional consultation shall be invoiced on a time and material basis at Seller's then current rates for professional services. 5. Compliance to Local, County, State and/or Federal Mandated Changes. (Applies to Software and interfaces to those Products) Unless otherwise stated herein, compliance to local, county, state and/or federally mandated changes, including but not limited to IBR, UCR, ECARS, NCIC and state interfaces are not part of the covered Services. 6. Annual System Performance Review and Report. (Applies to Motorola's PremierCAD software only) Seller will prepare the following reports, to include: (a) System Analysis MEASURE: PEEK: VIEWSYS: EMSA/TMDS: File Sizing Evaluate disk and CPU load Evaluate memory availability and use Evaluate use and availability of PCBs Review Togs for hardware reports Review file sizing on changeable files (b) Pathway Analysis Evaluate effectiveness of system configuration for current load Evaluate TCP/Server statistics Evaluate efficiency of server class maximum and minimum settings (c) Performance TMX Timings: Evaluate application response times Analysis Based on the Annual System Performance Review and Reports, Seller's Technical Support Analyst will review findings and recommend software or hardware changes to improve overall operations. (The below listed terms are applicable only when the Maintenance and Support Agreement includes (a) Equipment which is shown on the Description of Covered Products, Exhibit A to the Maintenance and Support Agreement; or (b) CAD HP NonStop S-Series hardware in addition to the Seller CAD Software.) 7. On -site Product Technical Support Services. Seller shall furnish labor and parts required due to normal wear to restore the Equipment to good operating condition. 7.1 Seller Response. Seller will provide telephone and on -site response to Central Site, defined as the Customer's primary data processing facility, and Remote Site, defined as any site outside the Central Site, as shown in Support Plan Options and Pricing Worksheet. 7.2 At Customer's request, Seller shall provide continuous effort to repair a reported problem beyond the PPM. Provided Customer gives Seller access to the Equipment before the end of the PPM, Seller shall extend a two (2) hour grace period beyond PPM at no charge. Following this grace period, any additional on -site labor support shall be invoiced on a time and material basis at Seller's then current rates for professional services. 7.3 CAD HP NonStop S-Series Service Plans 7.3.1 The following HP electronic support tools are available: Express Notice Scout for NonStop Servers Total Information Manager (TIM) Knowledgebase for NonStop Support (KBNS) A proactive email notification of new software releases, announcements and updates Once registered, users have the ability to perform interim product modification (IPM) analysis on NonStop Kernel systems and to download IPMs electronically. A CD collection of support documentation shipped with the initial system. Once registered, users have access to a powerful search tool offering quick and easy access to previously answered technical support questions. 7.3.2 HP NonStop K-Series Service Plan: Premier24 The PPM is 24 hours a day, 7 calendar days a week. On -site response time is within four (4) hours. Includes the following services: • Holiday coverage — extends the PPM to include national holidays. • No Fault — adds extra coverage for unexpected environmental changes such as extreme temperature changes that are not otherwise covered. Base9 The PPM is 8 a.m. — 5 p.m. Monday -Friday, excluding national holidays. On - site response time is within eight (8) PPM hours. 7.3.3 HP NonStop S-Series Service Plan: Continuous The PPM is 24 hours a day, 7 calendar days a week. On -site Availability response time is within two (2) hours. Includes on -site coverage for national holidays. High Availability The PPM is 24 hours a day, 7 calendar days a week. On -site response time is within four (4) hours. Includes on -site coverage for national holidays. Enhanced The PPM is 8 a.m. — 5 p.m. Monday -Friday, excluding national Availability holidays. On -site response time is next business day. 7.4 Under all CAD HP NonStop Series hardware service plans, coverage will include: • Perform corrective or scheduled preventive service during the PPM specified in the Plan. • Log all service requests and furnish telephone and/or on-line diagnostic services from the Seller's call intake center or the HP Nonstop Support Center (CTNSC) 24 hours per day, 7 calendar days per week. Furnish all labor, parts, materials, and on -site service during the PPM as necessary to ensure HP NonStop Series hardware is operating in accordance with applicable published specifications. Replacement parts will be new or equivalent of new in performance. Replaced parts will become the property of HP. • Install any mandatory Field Change Order(s) required for the safety or proper operation of maintained HP NonStop Series hardware. • Assign an HP Customer Engineer and an alternate who will be responsible for providing service. • Provide on an annual basis (i) equipment inventory of maintained HP NonStop Series hardware; and (ii) planning meeting to discuss the current Service Plans and Customer's future requirements.