Common use of County Holidays Clause in Contracts

County Holidays. Arapahoe County holidays are: New Year’s Day, ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day. These holidays are subject to change. Critical Severity Available: 24 hours/day, 7 days/week Description All or a substantial portion of the system is not functioning. All or most of the Users are experiencing these issues. There is not a workaround, expect to use a complete manual process. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 10 minutes during Normal Support Hours and 30 minutes after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the critical incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost and, in almost all cases, cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing County, and if the responsible Subscribing County should be solely responsible for the costs. Charging back a single Subscribing County would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support work. High Severity Normal Support Hours Description Major functionality is severely impaired for all Users or a subset of Users. Business functions can continue in a diminished fashion. There are workarounds to complete the impacted business functions, or those impacted business functions are not part of the core business process, and as such, do not highly impact the Subscribing Counties’ ability to complete their work. Initial Response Arapahoe County has a staffed service desk during normal County business hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 2 hours during Normal Support Hours and 4 hours after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the high severity incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing County, and if the responsible Subscribing County should be solely responsible for the costs. Charging back a single Subscribing County would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support work. Medium Severity Normal Support Hours Description Partial or non-critical loss of functionality. Business impact is considered marginal or an annoyance. Initial Response Arapahoe County has a staffed service desk during normal County business hours. Arapahoe County will make its best effort to respond within 6 business hours during Normal Support Hours. There is no afterhours support for medium severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the medium severity incident. Arapahoe County will make its best effort to identify the root cause of medium severity incidents within four business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing County, and if the responsible Subscribing County should be solely responsible for the costs. Charging back a single Subscribing County would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support work. Low Severity Normal Support Hours Description Negligible impact to functionality. Business impact is considered inconsequential. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. Arapahoe County will make its best effort to respond within 8 business hours. There is no afterhours support for low severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the low severity incident. Arapahoe County will make its best effort to identify the root cause of low severity incidents within seven or more business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classifications and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing County, and if the responsible Subscribing County should be solely responsible for the costs. Charging back a single Subscribing County would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support work.

County Holidays. Arapahoe County holidays are: New Year’s Day, ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Day▇▇▇, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, Day after Thanksgiving, the second half of Christmas Eve Day and Christmas Day. These holidays are subject to change. Critical Severity Available: 24 hours/day, 7 days/week Description All or a substantial portion of the system is not functioning. All or most of the Users are experiencing these issues. There is not a workaround, expect to use a complete manual process. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 10 minutes during Normal Support Hours and 30 minutes after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the critical incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost cost, and, in almost all cases, cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, individual being charged back following the first cumulative hour of Arapahoe County support workwork over a 30-day period. High Severity Normal Support Hours Description Major functionality is severely impaired for all Users or a subset of Usersusers. Business functions can continue in a diminished fashion. There are workarounds to complete the impacted business functions, or those impacted business functions are not part of the core business process, and as such, do not highly impact the Subscribing Countiessubscribing counties’ ability to complete their work. Initial Response Arapahoe County has a staffed service desk during normal County business hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 2 hours during Normal Support Hours and 4 hours after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the high severity incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back. Medium Severity Normal Support Hours Description Partial or non-critical loss of functionality. Business impact is considered marginal or an annoyance. Initial Response Arapahoe County has a staffed service desk during normal County business hours. Arapahoe County will make its best effort to respond within 6 business hours during Normal Support Hours. There is no afterhours support for medium severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the medium severity incident. Arapahoe County will make its best effort to identify the root cause of medium severity incidents within four business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back. Low Severity Normal Support Hours Description Negligible impact to functionality. Business impact is considered inconsequential. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. Arapahoe County will make its best effort to respond within 8 business hours. There is no afterhours support for low severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the low severity incident. Arapahoe County will make its best effort to identify the root cause of low severity incidents within seven or more business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classifications and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back.

County Holidays. Arapahoe County holidays are: New Year’s Day, ▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇ Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving Day, Day after Thanksgiving, the second half of Christmas Eve Day and Christmas Day. These holidays are subject to change. Critical Severity Available: 24 hours/day, 7 days/week Description All or a substantial portion of the system is not functioning. All or most of the Users are experiencing these issues. There is not a workaround, expect to use a complete manual process. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 10 minutes during Normal Support Hours and 30 minutes after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the critical incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost cost, and, in almost all cases, cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, individual being charged back following the first cumulative hour of Arapahoe County support workcounty should be solely responsible for the costs. Charging back a single subscribing work over a 30-day period. High Severity Normal Support Hours Description Major functionality is severely impaired for all Users or a subset of Usersusers. Business functions can continue in a diminished fashion. There are workarounds to complete the impacted business functions, or those impacted business functions are not part of the core business process, and as such, do not highly impact the Subscribing Countiessubscribing counties’ ability to complete their work. Initial Response Arapahoe County has a staffed service desk during normal County business hours. After hours, there is an on call staff member available to field all issues. Arapahoe County will make its best effort to respond within 2 hours during Normal Support Hours and 4 hours after hours. Resolutions Response Arapahoe County will work continuously to fix the issues that are causing the high severity incident. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Periodic updates will be provided to the Subscribing County on a mutually agreeable schedule, to be determined at the time the Incident is reported. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back. Medium Severity Normal Support Hours Description Partial or non-critical loss of functionality. Business impact is considered marginal or an annoyance. Initial Response Arapahoe County has a staffed service desk during normal County business hours. Arapahoe County will make its best effort to respond within 6 business hours during Normal Support Hours. There is no afterhours support for medium severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the medium severity incident. Arapahoe County will make its best effort to identify the root cause of medium severity incidents within four business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classification and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back. Low Severity Normal Support Hours Description Negligible impact to functionality. Business impact is considered inconsequential. Initial Response Arapahoe County has a staffed service desk during Normal Support Hours. Arapahoe County will make its best effort to respond within 8 business hours. There is no afterhours support for low severity incidents. Resolutions Response Arapahoe County will work during business hours to fix the issues that are causing the low severity incident. Arapahoe County will make its best effort to identify the root cause of low severity incidents within seven or more business days. Arapahoe County will determine the most expedient timing for releasing the fix to production. If the incident impact changes to a different level, Arapahoe County will change the severity classifications and will work toward that classification’s resolution response. Chargeable Service Support costs are part of the overall cost, and as such, in almost all cases cost for support is included in the subscription. Because service support is an expense shared by all Subscribing Countiessubscribing counties, Arapahoe County will consider if the need for support work was caused by the actions of one Subscribing Countysubscribing county, and if the responsible Subscribing County subscribing county should be solely responsible for the costs. Charging back a single Subscribing County subscribing county would only happen under unique and cost intensive situations. Support costs will be charged at the loaded employee pay rate (total employee cost) for each Arapahoe County employee who participated and spent time on the solution, following the first cumulative hour of Arapahoe County support workindividual being charged back.