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ServicePlus Supporl Services AgreernenL <br />Avocei e <br />Contents <br />ServicePlus Vendor Services Agreement ....... <br />Schedule A Services ........................................ <br />1 Terms of Contract .......................................... <br />1.1. Vendor's Obligations .............................. <br />1.2 Client's Obligations ................................ <br />1.3 Contract Price and Payment Terms ....... <br />1.4 Termination ............................................ <br />1..5 Non Hire ................................................. <br />1.6 General ................................................... <br />1.7 Signatures .............................................. <br />2 Schedule "A" — Basic. .... - .... .... - .................... <br />2.1 ServicePlus Basic Service ........................ <br />2.2 Service Levels ......................................... <br />2.3 ServicePlus Service Levels ...................... <br />2.4 Service Level Reporting.... <br />2.4.1 Service Level Meetings............ <br />2.4.2 Service Level Report ................ <br />2.5 Service Delivery. .... - .... - ... - .................... <br />2.6 Service Request Management ............... <br />2.7 Incident Management ............................ <br />2.8 Incident Management Process .............. <br />2.9 Request Management ............................ <br />2.9.1. Request Management Process <br />2.3.0 Approach to Maintaining Service Levels <br />2.11 Facilities and Equipment Requirements <br />2.12 Support Tealn......................................... <br />2.1.3 Additionol Services ................................. <br />Appendix A: Definitions ........................................ <br />IV <br />IV <br />1 <br />.1 <br />.1 <br />.2 <br />3 <br />.3 <br />.3 <br />.4 <br />4 <br />.4 <br />.5 <br />6 <br />6 <br />.8 <br />.8 <br />8 <br />10 <br />.1 <br />City Council 22 - 9b 6/15/2021 <br />