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'� �+� a Support Services Agreement 2019-2021 <br /> ,',��.!I� <br /> Service Definitions <br /> Fixed Fee Services <br /> Proiect Manaaement <br /> Plan,schedule,and coordinate the activities that must be performed to complete the project and provide support <br /> services. <br /> Proacfive Maintenance <br /> If included,all services described within this section will be provided by Concentric for the specified fee regardless <br /> of actual hours of work performed. Proactive Maintenance is provided for hardware that appears in the Hardware <br /> List included in this Agreement. <br /> If included, Concentric will monitor certain aspects of the IT infrastructure, as well as perform periodic routine <br /> scheduled maintenance (detailed in the following table) in order to minimize unexpected system shutdowns by <br /> resolving issues before they reach a critical nature. Upon completion of the scheduled service, Concentric will <br /> provide written confirmation the service was completed. <br /> Scheduled services will be provided during Standard Hours if service does not significantly impact network <br /> performance. Scheduled services that may significantly impact network performance, and are not urgently <br /> needed to maintain network security,will be scheduled during other hours as agreed upon by Concentric and the <br /> Owner. Standard Hours are considered Monday—Friday 7:30 am to 5:00 pm,excluding major holidays. <br /> Project i1190031.00 City of Decatur,Illinois <br />