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723 <br />6.3.11 <br />Monitor performance to ensure adequate System resources and storage to <br />724 <br />handle peak traffic loads. <br />725 <br />6.3.12 <br />Manage System, Fire Department Alerting, Wireless Data Security and <br />726 <br />Persistent Connectivity Service vendor contracts with the County, to ensure <br />727 <br />continuous service. <br />728 <br />6.3.13 <br />Maintain and manage licenses for software described within this Agreement <br />729 <br />as part of the County's responsibility. <br />730 <br />6.3.14 <br />Coordinate maintenance upgrades with the CAD System Vendor and <br />731 <br />Members. <br />732 <br />6.3.15 <br />Manage the implementation of patches, updates and upgrades to the CAD <br />733 <br />System, including appropriate testing in a non - production environment prior <br />734 <br />to implementation. <br />735 <br />6.3.16 <br />Provide timely notices to the Members of System status changes, such as <br />736 <br />server maintenance, that will affect System availability or performance. Any <br />737 <br />planned System downtime will be scheduled during periods of light call <br />738 <br />traffic. <br />739 <br />6.3.17 <br />Install, configure, and maintain CAD client software, along with any other <br />740 <br />software required to maintain a secure connection to the CAD System. This <br />741 <br />excludes physical installation in in- vehicle systems, but includes remote <br />742 <br />maintenance. <br />743 <br />6.4 Support Services (Maintenance, Helpdesk, Upgrades). The County will: <br />744 <br />6.4.1 <br />Provide support services as described herein during the hours identified <br />745 <br />below. <br />746 <br />6.4.1.1 Live technical support will be provided during regular business <br />747 <br />hours, which are defined as 8:00 AM — 4:00 PM Monday through <br />748 <br />Friday, excluding County- observed holidays. Refer to section 6.4.2 <br />749 <br />for response times for each "Priority Level ". <br />750 <br />6.4.1.2 On -call technical support will be provided at all other times. Refer <br />751 <br />to 6.4.2, below, for response times for each "Priority Level ". <br />752 <br />6.4.2 <br />Provide response to System issues /problems according to the following <br />753 <br />Priority Levels: <br />754 <br />6.4.2.1 Priority Level 1: Critical Priority, as described in the excerpt from <br />755 <br />the CAD System Vendor's Support Agreement, attached hereto <br />756 <br />and made a part of this Agreement as Exhibit 3. <br />757 <br />6.4.2.1.1 County Response to Priority Level 1: live telephone <br />758 <br />response within 30 minutes of initial notification. <br />759 <br />6.4.2.2 Priority Level 2: Urgent Priority, as described in Exhibit 3 <br />760 <br />6.4.2.2.1 County Response to Priority Level 2: live telephone <br />761 <br />response within 1 hour of initial notification. <br />CAD and Mobile Data Agreement Ramsey County and User Members Page 20 of 48 <br />