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DVAHC CSD <br /> UTILITY SYSTEMS <br /> 2 — Software Bug Fixes , Patches : Tele -Works shall use commercially reasonable efforts to promptly repair, correct or <br /> replace the Licensed Software in order to fix a design defect, after reasonable notice of same from Customer . <br /> 3 — Hardware Repair and Replacement : Tele -Works will replace defective components of Hardware within a <br /> reasonable time of notice of a defect. <br /> 4 — Normal Business Hours : Defined as non -federal government holidays , Monday-Friday, 8 : 00am - 7 : 00pm FST <br /> 5 — Non -Urgent Cases : Tele -Works will provide product and technical support services during normal business <br /> hours . Tele -Works shall respond by telephone and/or email within one ( 1 ) hour to any product issue reported during <br /> normal business hours to confirm receipt of the reported failure . Thereafter, Tele -Works shall assign an appropriate <br /> internal resource to investigate , diagnose , provide status updates and resolve the reported problem for the Customer <br /> as necessary. (by email - customercare@,tele-works . com and by phone - (540) 953 - 2631 , option # 3) <br /> 6 — Urgent Cases : Tele -Works will provide product and technical support services 24 hours a day, 7 days a week, and <br /> 365 days a year. <br /> • During normal business hours , Tele -Works shall respond by telephone and/or email within one ( 1.) hour to <br /> confirm receipt of the reported failure . Thereafter , Tele - Works shall assign an appropriate internal <br /> resource to investigate , diagnose , and provide daily status updates and resolve the reported problem for <br /> the Customer. (by email- customercare@tele -works. com and by phone - (540) 953 -2631 , option #3) <br /> • Outside of normal business hours , Tele -Works shall respond within two (2) hours to any product issue <br /> reported by telephone and marked "urgent" through the Tele -Works' voice mail system . (by phone only- <br /> (540) 953-2631 , option # 3) <br /> CONTACT TELE WORKS CUSTOMER CARE <br /> Non-Urgent Issues Urgent Issues <br /> Normal Business Hours : (phone and email) Normal Business Hours : (phone and email) <br /> (540) 953- 2631 # 3 (540) 953 - 2631. # 3 <br /> customercare@tele -works . com customercare@tele -works . com <br /> Non-Business Hours: ( Phone Only) <br /> (540) 953 - 2631 #3 — Leave a Voice Mail Marked <br /> "URGENT" <br /> Perms & Conditions <br /> Signature on this Statement of Work ( SOW) represents agreement to the terms and <br /> conditions of this SOW and the Software License , Implementation and Support and <br /> Maintenance Agreement . This SOW is governed by , and is hereby incorporated into , the <br /> Software License , Implementation and Support and Maintenance Agreement between the <br /> parties . <br /> [ $ l <br /> INDIAN RIVER COUNTY , FL <br /> Reference : ID : 6863 <br />