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S.H. - Page 15 of 21 <br />Live instructor lead train ings that occur at City facilities maybe requested by the City at the rates <br />listed in Exhibit B. Web based trainings will be provided at no cost to the City and is agreed to <br />be part of annual maintenance and support. <br />Support Service and Security <br />Support: <br />A HiperWeb support representative will be assigned to the City at all time. This representative <br />will be available to city staff by phone and email during the City's business hours. Support severity <br />and response will be defined and addressed as follows. <br />Level of Severity <br />Description <br />Default <br />Low <br />One user or small group affected <br />Yes <br />Medium <br />Departments or large group <br />affected <br />P1 -Critical <br />High <br />Whole company affected <br />4 Closed <br />Business Impact <br />Description <br />Default <br />Low <br />More of an irritation than a <br />stoppage <br />Yes <br />Medium <br />Business degraded but <br />reasonable workaround <br />P4 — Informational <br />High <br />Critical — Major business <br />processes stopped <br />n/a <br />P5 —Scheduled Upgrade <br />High Severity Medium Severity <br />Low Severity <br />High Impact <br />P1- Critical P2 — Major <br />133 -Minor <br />Medium Impact <br />P2 — Major P3 — Minor <br />P4 - Informational <br />Low Impact <br />P3 — Minor P4 - Informational <br />P4 - Informational <br />Priority <br />Response Goal / <br />Hours <br />Resolution Plan / <br />Hours <br />Resolved <br />Goal/Hours <br />HiperWeb Status <br />HiperWeb Status <br />HiperWeb Status <br />P1 -Critical <br />1 Assigned <br />2 In Progress <br />4 Closed <br />P2 — Major <br />4 <br />12 <br />24 <br />P3 — Minor <br />8 <br />72 <br />96 <br />P4 — Informational <br />8 <br />n/a <br />n/a <br />P5 —Scheduled Upgrade <br />8 <br />n/a <br />n/a <br />Security and Data Rights: <br />The City has the option to have HiperWeb host all the data, applications, and everything else <br />defined in this agreement with Venture Technologies. HiperWeb is solely responsible for the <br />entire relationship with Venture Technologies. HiperWeb assumes all risk associated with data <br />REV: 02-26-2020 PR <br />ATTY/AGR.Amend. No.2/PSD Software, LLC, dba HiperWeb (Page 12 of 18) <br />93 <br />