Cayenta Managed Services Agreement and Schedule A - Kittitas County_Final

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Cayenta Managed Services – Schedule “A” Cayenta, A Division of N. Harris Computer Corporation Page 5 Response Times Response times will vary and are dependent on the priority of the ticket/issue/call (hereafter references as tickets). We do our best to ensure that we deal with incoming tickets in the order that they are received, however tickets will be escalated based on the urgency of the issue reported. Our response time guidelines are as follows (based on Standard CMS Support Hours specified in item 11 of the General Assumptions sub-section):  Priority 1: ≤ 4 hours  Priority 2: 1 – 8 hours  Priority 3: 1 – 24 hours Response time is defined as the amount of time between when the Customer first creates a ticket (which includes submission via any methods mentioned in General Assumption 8 under the General Assumptions for the Standard Managed Services section) and when a Cayenta Technical Consultant responds. Ticket Priorities To assign our resources to incoming tickets as effectively as possible, we have identified three types of ticket priorities, 1, 2 and 3. A Priority 1 ticket is a deemed by our CMS staff to be an Urgent/Critical Priority ticket, Priority 2 is classified as a High or Medium Priority and Priority 3 is deemed to be a Low Priority. The criteria used to establish guidelines for these tickets are as follows: Priority 1 – Critical/Urgent  Production System Down*  Technical issues with data integration and updates causing the integration to fail  Performance issues of severe nature impacting critical processes  Data security issues  Applying application patches for critical issues within the application, that do not have a work around Priority 2 – High or Medium  System errors that have workarounds  Failure of integration components like APIs  Printer related issues (related to interfaces with our software and not the printer itself)  Performance issues not impacting critical processes  Assistance with workstation connectivity issues (workstation specific)  Assistance with application or database access issues  Provide direct access to database for privileged or approved users  Assistance with ODBC configuration  Applying high/medium priority patches for issues that have a work around Priority 3 – Low  Recommendations for enhancements on system changes  Issues with routine maintenance of application and database Note: the existence of a reasonable workaround precludes a Priority 1 or Priority 2 ticket in most cases. *System down issues are defined as issues where all users are unable to access the system. Issues isolated to a subset of the users are not considered a system down event.