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GRAN I C U S RFP NO.: 17-107 Automated Agenda Workflow <br />Program and Meeting Video Streaming/Archiving <br />Software & Hardware Requirements <br />Please see the prior section 7.2. Technical Assumptions, for this information. <br />Support, Maintenance, & Upgrades <br />Our support team includes dedicated personnel to handle direct phone and email <br />support. Clients also have access to the Granicus Help Portal for self -training and issue <br />submission. Security patches and necessary upgrades are scheduled immediately upon <br />discovery (normally within a few hours of being brought to our team's attention). We <br />assist onsite tech staff with all updates as part of the annual maintenance, including <br />new features (as part of our normal ongoing development cycle) for the modules and <br />systems you have purchased. The impact on your staff is normally no more than a few <br />hours. <br />UP -TIME GUARANTEE 99.9% <br />Granicus, Inc., represents and warrants a 99.9% up -time guarantee per month for its <br />hosted services. Granicus, Inc., will provide notification of any system -wide outages <br />within one hour from the time the issue is first recognized by our operations team. <br />Notifications will be posted on status.granicusops.com. Email notifications can be <br />subscribed to from that page. <br />SCHEDULED MAINTENANCE <br />Scheduled maintenance of the Granicus Solution will not be counted as downtime, <br />and will only take place between 9:00 PM and 2:00 AM MST on Fridays. This <br />maintenance window allows Granicus staff to continue to monitor and test the <br />production system through the weekend, ensuring a smooth maintenance deployment. <br />Granicus, Inc., will provide the customer with at least two (2) days prior notice for any <br />scheduled maintenance. All system maintenance will only be performed during these <br />times, except in the case of an emergency. When emergency maintenance is <br />required, the customer will receive as much advance notice as possible. Granicus, Inc., <br />will clearly post that the site is down for maintenance and the expected duration of the <br />maintenance. Notifications will be posted on status.granicusops.com and can be <br />subscribed to from that page. <br />granicus.com I info@granicus.com page 46 <br />