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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br />1. Purpose <br /> <br />The purpose of this Schedule is to provide further details regarding the Maintenance and Support <br />Services to be provided by Harris under this Agreement, including a listing of cai1 priorities and an <br />outline of escalation procedures. <br /> <br />2. Standard Support and Maintenance Services <br /> <br />The following services are included as part of the Software Maintenance and Support Services to be <br />provided by Harris under this Agreement: <br /> <br /> o 1-800 telephone support during Harris Business Hours <br /> <br /> o "on call" after hours support (scheduled assistance for installations, upgrades & other special <br /> projects) <br /> <br /> ·technical troubleshooting <br /> <br /> · operating system support and maintenance <br /> <br /> · hardware and equipment support and maintenance <br /> <br /> · development tools/licenses <br /> <br /> · e-mail support call logging and notification <br /> <br /> o on-line support regarding: <br /> <br />a. log & close calls <br /> <br />b. view & update calls <br /> <br />c. update contact information <br /> <br />d. access published documentation <br /> <br />e. access available downloads <br /> <br />f. access support knowledge base <br /> <br />g. standard Software releases and updates <br />a. defect corrections (as warranted) <br />b. planned enhancements <br />c. payroll regulated changes <br />k. release notes <br /> <br />21 <br /> <br /> <br />