Okaloosa County BOCC — August 24, 2013 — Sungard Contract — reading text

Customer’s Local Time within the continental United States, excluding holidays (“5x9”). ll. Targeted Response Times. With respect to SunGard Public Sector's Maintenance obligations, SunGard Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in accordance with the following guidelines with the time period to be measured beginning with the first applicable SunGard Public Sector “Telephone Support” hour occurring after SunGard Public Sector’s receipt of the Notification: Priority | Description —_ Urgent A support issue shall be considered Urgent when it 1 produces a Total System Failure; meaning SunGard Public Sector’s Component Systems are not performing a process that has caused a complete work stoppage. SunGard Public Sector has a stated goal to respond within 60 minutes of the issue being reported and have a resolution plan within 24 hours. Response Goal* | _ Although resolution Critical A support issue shall be considered Critical when a 2 critical failure in operations occurs; meaning SunGard Public Sector’s Component Systems are not performing a critical process and prevents the continuation of basic operations. Critical problems do not have a workaround. This classification does not apply to intermittent problems. SunGard Public Sector has a stated goal to respond within two hours of the issue being reported. Non- A support issue shall be considered Non-Critical when Critical anon critical failure in operations occurs; meaning 3 SunGard Public Sector’s Component Systems are not performing non-critical processes, but the system is still usable for its intended purpose or there is a workaround. SunGard Public Sector has a stated goal to respond within four hours of the issue being reported. Minor A support issue will be considered Minor when the 4 issue causes minor disruptions in the way tasks are performed, but does not affect workflow or operations. This may include cosmetic issues, general questions, and how to use certain features of the system. SunGard Public Sector has a stated goal to respond within 24 hours of the issue being reported. times vary depending on the exact issue and customer environment, SunGard Public Sector has a stated goal to resolve an urgent issue within 24 hours OR provide a resolution plan with urgent issues within 24 hours of the issue being reported. A resolution plan details the steps necessary to understand and possibly resolve the issue. * Measured from the moment a Case number is created. As used herein a “Case number’ is created when a) SunGard Public Sector's support representative has been directly contacted by Customer either by phone, email, in person, or through SunGard Public Sectors online support portal, and b) when SunGard Public Sector's support representative assigns a case number and conveys that case number to the Customer. Page 9 of 9 SPS IFAS STANDALONE Maintenance 7/1/2010