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6.1.C. - Page 12 <br /> EXHIBIT 3 <br /> Maintenance Standards <br /> 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, 8:00 A.M. to 5:00 P.M. Customer's Local Time within the continental United States, <br /> excluding holidays ("5x9"). <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 be considered Urgent when it SunGard Public Sector Although resolution <br /> 1 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 work 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 be considered Critical when a SunGard Public Sector plan 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 <br /> operations. Critical problems do not have a reported. A resolution plan details <br /> workaround.This classification does not apply to the steps necessary to <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 four <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 Minor 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 features 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 Sun Gard Public Sector's online support portal, and b) when Sun Gard Public Sector's support representative <br /> assigns a case number and conveys that case number to the Customer. <br /> Page 10 of 10 <br /> REV:05-02-16 RL <br /> ATTY/AGR/2016.089/CITY OF REDWOOD CITY,CA SPS MAINTENANCE 071015 <br />