06-14-21 Regular Meeting of the La Porte City Council

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Item PriorityFatalSevereMediumMinor 11 Hour1 Hour2 Hours3 Hours 22 Hours2 Hours4 Hours6 Hours 34 Hours4 Hours8 Hours16 Hours Severity Levels The severity levels shown in the tables above are defined as follows: Fatal: Complete degradation – all users and critical functions affected. Item or service completely unavailable. Severe: Significant degradation – large number of users or critical functions affected. Medium: Limited degradation – limited number of users or functions affected. Business processes can continue. Minor: Small degradation – few users or one user affected. Business processes can continue. RESOLUTIONTIMES The Supplier will always endeavor to resolve problems as swiftly as possible. It recognizes that the Client’s systems are key to daily functions and must be functional in the field. However, UA is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary. In all cases, the Supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the Client. SCOPE OF SERVICES 1.1.1 Access to Software. UA is the developer and owner of, or has rights to, certain enterprise mobile device tracking and messaging software known as “AVaiL™”, “AVaiL Web”, “Vehicle Diagnostics”, and “RFID Tracking” and related content to be provided to Customer; such software, its related content and any related documentation provided by UA, and the means used to provide the software to Customer and the services described herein are collectively referred to as the “Service”. Subject to Customer’s payment of the applicable fees and Customer's compliance with the terms of this Agreement, Customer, its affiliates and its and their employees (“Licensed Users”) shall have the right to access and use the Service solely for Customer’s and its affiliates’ internal business purposes. UA will issue to one Licensed User (“Customer Administrator”) an individual login identifier and password (“Administrator Login”) for purposes of administering the Service. Using the Administrator's Login, the Customer Administrator shall assign each Licensed User a unique login identifier and password (“User Login”) and provide such information to the Licensed Users and UA via the Service. Customer shall not provide a User Login to any individual or entity that is not a Licensed User to use the Service. Customer shall be responsible to ensure, by agreement or otherwise, that each Licensed User will: (a) be responsible for the security and/or use of his or her User Login; (b) not disclose such login identifier or password to any person or entity; (c) not permit any other person or entity to use his or her User Login; (d) use the Service only in accordance with the terms and conditions of this Agreement and on the workstation software from which the Service is accessed. UA shall have the right to deactivate, change and/or delete User Logins of Licensed Users who have violated this Agreement and to deny or revoke access to the Service, in whole or in part, if UA reasonably believes Customer and/or its Licensed Users are in material breach of this Agreement. Customer shall be solely responsible for ensuring that the access to the Service by a Licensed User who ceases to be an employee of Customer or one of its affiliates is terminated. UA shall have no responsibility for managing, monitoring, and/or overseeing Customer’s and its Licensed Users' use of the Service. Customer acknowledges that the Service may contain devices to monitor Customer’s compliance with the terms and restrictions contained herein and Customer’s obligations hereunder. www.utility.com 250 E. Ponce De Leon Ave. | Suite 700 | Decatur, GA 30030 800-597-4707