Laserfiche WebLink
6.3.11 Monitor performance to ensure adequate System resources and storage to <br /> handle peak traffic loads. <br /> 6.3.12 Manage System, Fire Department Alerting, Wireless Data Security and <br /> Persistent Connectivity Service vendor contracts with the County, to ensure <br /> continuous service. <br /> 6.3.13 Maintain and manage licenses for software described within this Agreement <br /> as part of the County's responsibility. <br /> 6.3.14 Coordinate maintenance upgrades with the CAD System Vendor and <br /> Members. <br /> 6.3.15 Manage the implementation of patches, updates and upgrades to the CAD <br /> System, including appropriate testing in a non-production environment prior <br /> to implementation. <br /> 6.3.16 Provide timely notices to the Members of System status changes, such as <br /> server maintenance, that will affect System availability or performance. Any <br /> planned System downtime will be scheduled during periods of light call <br /> traffic. <br /> 6.3.17 Install, configure, and maintain CAD client software, along with any other <br /> software required to maintain a secure connection to the CAD System. This <br /> excludes physical installation in in-vehicle systems, but includes remote <br /> maintenance. <br /> 6.4 Support Services (Maintenance, Helpdesk, Upgrades). The County will: <br /> 6.4.1 Provide support services as described herein during the hours identified <br /> below. <br /> 6.4.1.1 Live technical support will be provided during regular business <br /> hours, which are defined as 8:00 AM — 4:00 PM Monday through <br /> Friday, excluding County-observed holidays. Refer to section 6.4.2 <br /> for response times for each "Priority Level". <br /> 6.4.1.2 On-call technical support will be provided at all other times. Refer <br /> to 6.4.2, below, for response times for each "Priority Level". <br /> 6.4.2 Provide response to System issues/problems according to the following <br /> Priority Levels: <br /> 6.4.2.1 Priority Level 1: Critical Priority, as described in the excerpt from <br /> the CAD System Vendor's Support Agreement, attached hereto <br /> and made a part of this Agreement as Exhibit 3. <br /> 6.4.2.1.1 County Response to Priority Level 1: live telephone <br /> response within 30 minutes of initial notification. <br /> 6.4.2.2 Priority Level 2: Urgent Priority, as described in Exhibit 3 <br /> 6.4.2.2.1 County Response to Priority Level 2: live telephone <br /> response within 1 hour of initial notification. <br /> CAD and Mobile Data Agreement Ramsey County and User Members Page 20 of 48 <br />