Laserfiche WebLink
EXHIBIT 2 <br /> Maintenance Standards <br /> I. Hours During Which SunGard Public Sector's Telephone Support Will be Available to Customer in <br /> Connection with the Provision of Maintenance: Unless otherwise noted in Exhibit 1, support hours are <br /> Monday through Friday, 7:00 A.M. to 6:00 P.M. Customer's Local Time within the continental United States, <br /> excluding holidays("5x11"). <br /> ii. Targeted Response Times. With respect to SunGard Public Sector's Maintenance obligations, SunGard <br /> Public Sector will use diligent, commercially reasonable efforts to respond to Notifications from Customer <br /> relating to the Baseline Component Systems/Custom Modifications identified in Exhibit 1 of this Agreement in <br /> accordance with the following guidelines with the time period to be measured beginning with the first <br /> applicable SunGard Public Sector "Telephone Support" hour occurring after SunGard Public Sector's receipt <br /> of the Notification. <br /> Priority Description Response Goal" Resolution Goal' <br /> Urgent A support issue shall he considered Urgentent when it SunGard Public Sector Although resolution <br /> l produces a"Total System Failure;meaning SunGard has a stated goal to times vary depending on <br /> Public Sector's Component Systems are not performing respond within 60 the exact issue and <br /> a process that has caused a complete.vork stoppage. minutes of the issue customer environment. <br /> being reported and have SunGard Public Sector <br /> a resolution plan within has a stated goal to <br /> 24 hours. resolve an urgent issue <br /> within 24 hours OR <br /> provide a resolution <br /> Critical A support issue shall he considered Critical when a SunGard Public Sector plant with urgent issues <br /> 2 critical failure in operations occurs;meaning SunGard has a stated goal to within 24 hours of the <br /> Public Sector's Component Systems are not performing respond within two issue being reported. <br /> a critical process and prevents the continuation of basic hours of the issue being A resolution plant details <br /> operations. Critical problems do not have a reported. <br /> %workaround.This classification does not Apply to the steps necessary <br /> intermittent problems. understand and possibly <br /> resolve the issue. <br /> Non- A support issue shall be considered Non-Critical when SunGard Public Sector <br /> Critical a non critical failure in operations occurs:meaning has a stated goal to <br /> 3 SunGard Public Sector's Component Systems are not respond within tour <br /> performing non-critical processes,but the system is still hours of the issue being <br /> usable for its intended purpose or there is a reported. <br /> workaround. <br /> Minor A support issue will be considered N11nor when the SunGard Public Sector <br /> 4 issue causes minor disruptions in the way tasks are has a stated goal to <br /> performed,but does not affect workflow or operations. respond within 24 <br /> This may include cosmetic issues,general questions, hours of the issue being <br /> and how to use certain Matures of the system. reported. <br /> Measured from the moment a Case number is created. As used herein a "Case number"is created when a) SunGard <br /> Public Sector's support representative has been directly contacted by Customer either by phone, email, in person, or <br /> through SunGard Public Sector's online support portal, and b) when SunGard Public Sector's support representative <br /> assigns a case number and conveys that case number to the Customer. <br /> Page 7 of 7 <br /> SPS Maintenance 7/1/2010 <br />