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8.02 Safety and Security Procedures. 15 <br />8.03 Computing System Access and Security Review Obligations. 15 <br />8.04 Workforce Requirements and Fitness for Duty. 16 <br />ARTICLE 9. SERVICE LEVELS AND QUALITY ASSURANCE 18 <br />9.02 Failure to Perform. 18 <br />9.03 Excused Performance 18 <br />9.04 Measurement and Monitoring Tools. 18 <br />9.05 Service Level Reporting 19 <br />9.06 Quality Assurance. 19 <br />ARTICLE 10. CUSTOMER SATISFACTION 19 <br />10.01 Customer Satisfaction. 19 <br />ARTICLE 11. INDIAN RIVER COUNTY RESPONSIBILITIES 19 <br />11.01 IRC Responsibilities. 19 <br />ARTICLE 12. SERVICE LOCATIONS AND FACILITIES 20 <br />12.01 Service Locations 20 <br />12.02 National Safety and Security Procedures. 20 <br />12.03 National Data Connections. 20 <br />12.04 Data Connection Security 21 <br />ARTICLE 13. NATIONAL PERSONNEL 21 <br />13.01 National Project Coordinator. 21 <br />13.02 Key National Positions. 21 <br />13.03 Qualifications, Retention and Replacement of National Personnel. 22 <br />13.04 Subcontractors. 23 <br />13.05 Conduct of National Personnel. 23 <br />ARTICLE 14. INTENTIONALLY LEFT BLANK 23 <br />ARTICLE 15. CONTROL AND MANAGEMENT 24 <br />15.01 Reports and Meetings. 24 <br />ARTICLE 16. INTELLECTUAL PROPERTY RIGHTS 24 <br />16.01 National Software. 24 <br />16.02 IRC Software 24 <br />16.03 Export. 25 <br />16.04 Bankruptcy Code. 25 <br />ARTICLE 17. APPROVAL OF DOCUMENTS 25 <br />3 <br />