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A DD M fi�1 C� CSD <br /> UTILITY SYSTEMS <br /> Tele Works Product and Services Support Policy <br /> This document provides Tele -Works' maintenance and support policies for its products and services . It <br /> describes the scope of Tele -Works support and the service levels provided. <br /> e • ® • • e • ISKII <br /> Installation <br /> Configuration <br /> Usability Issues (Citizen/Staff <br /> Problem Diagnosis / Resolution <br /> Proactive System Notices <br /> Software Updates ' <br /> Software Bug Fixes , Patched <br /> Hardware Repair and Replacements <br /> Virus Protection Policies , Procedures, Results <br /> Security Policies , Procedures , Results <br /> System /Network Design & Performance <br /> Database API Support and Resolution <br /> Telco Equipment/Provider Design & Performance <br /> .4 <br /> 4 <br /> Number of Cases Unlimited Unlimited <br /> Case Escalation Procedures As Necessary or As Necessary or <br /> - By Request - By Request <br /> Non-Urgent Cases <br /> -Hours of Coverage Normal Business Hours4 Normal Business flours`' <br /> - Support Channels Email & Phone Email & Phone <br /> -Initial Response Time 1. Hour 1 Hour <br /> - Ongoing Response Time As Required Until As Required Until <br /> Resolved Resolved <br /> Urgent Cases6 <br /> -Hours of Coverage 24/7/365 24/7/365 <br /> - Support Channels Phone Only Phone Only <br /> -Initial Response Time <br /> ]. hr / 2 hrs 1 hr / 2 hrs <br /> (normal business hours / non -business hours) <br /> - Ongoing Response Time Daily Until Resolved Daily Until Resolved <br /> NOTES <br /> 1 — Software Updates: Tele -Works will provide to Customer periodic updates and modifications to Licensed Software <br /> as and if they become generally available to correct functional deficiencies and incorporate minor new features and <br /> improvements . <br /> [ 71 <br /> INDIAN RIVER COUNTY, FL <br /> Reference : ID : 6863 <br />