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GRAN I C U S RFP NO.: 17-107 Automated Agenda Workflow <br />Program and Meeting Video Streaming/Archiving <br />How to contact Granicus <br />The Customer Care staff at Granicus, Inc., may be contacted by the customer via <br />Internet, email, or telephone. <br />CONTACT INFORMATION <br />Online (recommended) <br />Email <br />Phone (for urgent issues) <br />SUPPORT HOURS <br />Regular Hours <br />Prime Hours <br />After Hours Support <br />Weekend On Call <br />www.granicus.com.createacase <br />customercare@granicus.com <br />(877) 889-5495 ext.I <br />6:00 AM - 6:00 PM MST <br />Monday - Friday <br />8:00 AM - 6:00 PM MST <br />Monday - Friday <br />6:00 PM - 1 1:00 PM MST <br />Monday - Friday <br />6:00 AM - 6:00 PM MST <br />Saturday & Sunday <br />How We Rank Cases <br />PRIORITY 1: EMERGENCY INITIAL RESPONSE: WITHIN 1 HOUR DURING PRIME HOURS <br />Severe application problem that causes productivity to cease for a large number of <br />staff or complete loss of service to either website or intranet (application -related site <br />outage). Examples: <br />• Web server is running but application is non- functional <br />• SQL -server errors not related to hardware <br />PRIORITY 2: HIGH INITIAL RESPONSE: WITHIN 4 HOURS DURING PRIME HOURS <br />Application/service is available, but in a degraded mode. A work -around is possible or <br />a brief loss of service is acceptable. Impacts only a small group or causes work to cease <br />for an individual. Example: <br />• Site is operational, but search, calendar or other modular functionality is non- <br />operational or impaired <br />PRIOIRTY 3: MEDIUM INITIAL RESPONSE: 1 BUSINESS DAY <br />Moderate business impact; issues have affected productivity. A work -around may exist <br />or the problem is for a non business -critical task. Examples: <br />• File attachments won't upload <br />• Text is not rendering correctly <br />PRIORITY 4: LOW INITIAL RESPONSE: 3 BUSINESS DAYS <br />Limited business impact. Requests can be scheduled. <br />Examples: <br />• Programmatic change to back -end or front-end to improve efficiency <br />• Distribution of all patches and upgrade <br />granicus.com I info@granicus.com page 47 <br />