2.1 Support Services A. Contractor Obligations. Subject to the terms and conditions of the Agreement, the Contractor will provide the services necessary to remedy any Severity 1 or Severity 2 Errors in the System as provided herein. Support Services shall commence promptly after County has notified the Support Desk of the problem or performance deficiency ("Error'') of the System. For any portion of the System that may be locally installed by the County, the County shall provide Contractor with the necessary remote access (e.g. modem) to County's operating system so that Contractor may provide remote diagnostic capability. Contractor does not assure performance of the Support Services if such remote access is not provided by the County when requested by Contractor. B. Severity Levels. Severity levels shall be determined as follows: a. Severity 1 - A complete loss of service of the System. The System is inoperable, and work cannot continue. b. Severity 2 - A severe loss of service of the System. Error affects a critical business function; however, use of the System can continue in a restricted fashion. c. Severity 3 - A moderate loss of service of the System. A workaround is available· permitting use of the System's functionality. d. Severity 4 - No loss of service of the System. The problem is minor and no workaround is required. C. Reporting. County may report a System Error by contacting the Sabre Support Desk twenty-four (24) hours a day, seven (7) days a week using any of the following methods: Phone, E-mail and/or Internet Access D. Software Version. County will have the right to review and upgrade to use of any new Versions (in executable code only) developed by Contractor for the System for the term of the Agreement. If County elects to upgrade the System to a new Version and if the new version requires additional fees and costs, this Agreement shall be amended to include an updated Appendix B, Payment Schedule. All new Versions obtained by the County herein shall be governed by the term of this Agreement and shall be included within the term "System" for all purposes. Contractor shall have no obligation to fix Errors in any Version of a System other than the most current Version and the immediately preceding Version of the System.
