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REV: 06-24-22 RL <br />EXHIBIT G <br />SCHEDULE OF SUPPORT SERVICES <br />Provider will provide support to City to resolve errors with the SaaS Solution in accordance with <br />the following schedule: <br />Critical – Priority 1 Issue is critical to the City – City staff and/or users can’t access the <br />SaaS Solution. <br />High – Priority 2 Issue is severe but there is a workaround available. <br />Medium – Priority 3 Issue is non-severe but requires follow up work to be performed. <br />Low – Priority 4 Issue is non-critical for the City and requires that it is corrected as <br />time permits. <br />Level Resolution Time <br />Priority 1 <= 1day <br />Priority 2 <= 7days <br />Priority 3 <= 20 days <br />Priority 4 <= 45 days <br />ATTY/AGR.2022.156/Granicus (Online agenda and meeting hosting and indexing) (Page 28 of 32)