HomeMy WebLinkAboutExhibit BMAINTENANCE AND SUPPORT AGREEM.... T NO. 001287-000
Exhibit B 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. 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:
Resolve within 24
hours of initial
notification
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
2
Critical Failure - Critical process failure occurs when a
crucial element in the System is not functioning that does notwithin
prohibit continuance of basic operations and there is usually
no suitable work -around. Note that this may not be
applicable to intermittent problems.
Telephone conference
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
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
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. Should Seller determine that it is unable to correct such reported Residual Error within the
specified Target Resolution Time, Seller 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, or (c) the Software is used only with approved
hardware or software. The Target Resolution Time shall no! 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 Anti -Virus software installed by Seller as part of its System.
ISO Maintenance and Support Agreement. 8/14/03 rev. 3
2.2 Operating_Svstem (\ t Upgrades. Unless otherwise stated herein, C..,omer 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.
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 Cpstomer Notifications. Seller shall provide access to (a) Field Changes; (b) Customer Alert Bulletins; and
(c) hardware and firmware updates, as released.
3.3 Accopnt 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; 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.
1SD, Maintenance and Support Agreement. 8114/03 rev. 4