Common use of Supplier Responsibilities Clause in Contracts

Supplier Responsibilities. The Supplier will provide and maintain the IT system used by the Client. This Agreement between the Supplier and the Client includes full details of these responsibilities. Additionally, the Supplier will do the following: ● SaaS will be maintained at 99% uptime/availability or greater 24/7/365 ● Ensure relevant software, services and equipment are available to the Client including an appropriate level of spares ● Respond to support requests within the timescales listed below ● Take steps to escalate and resolve issues in an appropriate, timely manner ● Maintain good communication with the Client at all times Client Responsibilities The Client will use the Supplier-provided IT system as intended. The Client is responsible for maintaining power and internet connectivity at all video offload locations on the network. For offload via a Client approved third party or Supplier provided access point, the Client has the option of either (a) organizing an independent internet connection via its local provider with a minimum upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet upload speed of 50 Mbps. Upon execution of this Agreement, as part of the deployment process, a network assessment will be conducted of the Client’s upload speed for the transmission of data to the CJIS Compliant Cloud. In most cases, the Client should budget for an increase to their upload speed with their local carrier. Additionally, the Client will: ● Notify the Supplier of issues or problems in a timely manner ● Provide the Supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention ● Maintain good communication with the Supplier at all times GUARANTEED RESPONSE TIMES When a Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion. Response Times UA provides a 99% uptime/availability commitment. All systems have health monitoring that assures that issues are typically addressed 24/7/365 by UA personnel before they become an impact to the performance of the service. For support provided to the Client directly, UA has a tiered response to support that will escalate the level of support depending on the situation. Tier 1 would be on-site support by the department staff after they have been trained by UA, which will alleviate most day-to-day issues that may pop up. Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone-based support, and from there to Tier 3, which is on-site technical support from a UA field engineer. The cost of the response time is included in this Agreement. While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown below: Item Priority Fatal Severe Medium Minor

Supplier Responsibilities. The Supplier will provide and maintain the IT system System used by the Client. This Service Agreement between the Supplier and the Client includes full details of these responsibilities. Additionally, the Supplier will do the following: ● SaaS POLARIS software services will be maintained at 99% uptime/availability or greater 24/7/365 ● Ensure relevant software, services and equipment are available to the Client including an appropriate level of spares ● Respond to support requests within the timescales listed below ● Take steps to escalate and resolve issues in an appropriate, timely manner ● Maintain good communication with the Client at all times Client Responsibilities The Client will use the Supplier-provided IT system System as intended. The Client is responsible for maintaining power and internet connectivity at all video offload locations on the network. For offload via a Client approved third party or Supplier provided access point, the Client has the option of either (a) organizing an independent internet connection via its local provider with a minimum upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet upload speed of 50 Mbps. Upon execution of this Service Agreement, as part of the deployment process, a network assessment will be conducted of the Client’s upload speed for the transmission of data to the CJIS Compliant Cloud. In most cases, the Client should budget for an increase to their upload speed with their local carrier. Additionally, the Client will: ● Notify the Supplier of issues or problems in a timely manner ● Provide the Supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention ● Maintain good communication with the Supplier at all times GUARANTEED RESPONSE TIMES When a Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion. Response Times UA provides a 99% uptime/availability commitment. All systems have health monitoring that assures that issues are typically addressed 24/7/365 by UA personnel before they become an impact to the performance of the service. For support provided to the Client directly, UA has a tiered response to support that will escalate the level of support depending on the situation. Tier 1 would be on-site support by the department staff after they have been trained by UA, which will alleviate most day-to-day issues that may pop up. Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone-based support, and from there to Tier 3, which is on-site technical support from a UA field engineer. The cost of the response time is included in this Service Agreement. While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown below: Item Priority Fatal Severe Medium Minor

Supplier Responsibilities. The Supplier supplier will provide and maintain the IT system used by the Clientclient. This Agreement The support contract between the Supplier supplier and the Client client includes full details of these responsibilities. Additionally, the Supplier will do the followingsupplier will: ● • SaaS will be maintained at 99% uptime/availability or greater 24/7/365 ● • Ensure relevant software, services and equipment are available to the Client client including an appropriate level of spares ● • Respond to support requests within the timescales listed below ● • Take steps to escalate and resolve issues in an appropriate, timely manner ● • Maintain good communication with the Client client at all times Client Responsibilities The Client client will use the Suppliersupplier-provided IT system as intended. The Client support contract between the supplier and the client includes full details of the system and its intended uses. The client is responsible for maintaining power and internet connectivity at all video offload locations on the network. For offload via a Client client approved third party or Supplier supplier provided access point, the Client client has the option of either (a) organizing an independent internet connection via its local provider with a minimum upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet upload speed of 50 Mbps. Upon execution of this Agreementthe agreement, as part of the deployment process, a network assessment will be conducted of the Clientclient’s upload speed for the transmission of data to the CJIS Compliant Cloud. In most cases, the Client client should budget for an increase to their upload speed with their local carrier. Additionally, the Client client will: ● • Notify the Supplier supplier of issues or problems in a timely manner ● • Provide the Supplier supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention ● • Maintain good communication with the Supplier supplier at all times GUARANTEED RESPONSE TIMES When a Client client raises a support issue with the Suppliersupplier, the Supplier supplier promises to respond in a timely fashion. Response Times UA Utility provides a 99% uptime/availability commitment. All systems have health monitoring that assures that issues are typically addressed 24/7/365 by UA Utility personnel before they become an impact to the performance of the service. For support provided to the Client customer directly, UA Utility has a tiered response to support that will escalate the level of support depending on the situation. Tier 1 would be on-on site support by the department staff after they have been trained by UAUtility, which will alleviate most day-to-day issues that may pop up. Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone-based support, 2 and from there to Tier 3, which is on-on site technical support from a UA Utility field engineer. The cost of the response time is included in this Agreement. While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown below: Item Priority Fatal Severe Medium Minor

Supplier Responsibilities. The Supplier will provide and maintain the IT system used by the Client. This Agreement between the Supplier and the Client includes full details of these responsibilities. Additionally, the Supplier will do the following: ● SaaS will be maintained at 99% uptime/availability or greater 24/7/365 ● Ensure relevant software, services and equipment are available to the Client including an appropriate level of spares ● Respond to support requests within the timescales listed below ● Take steps to escalate and resolve issues in an appropriate, timely manner ● Maintain good communication with the Client at all times Client Responsibilities The Client will use the Supplier-provided IT system as intended. The Client is responsible for maintaining power and internet connectivity at all video offload locations on the network. For offload via a Client approved third party or Supplier provided access point, the Client has the option of either (a) organizing an independent internet connection via its local provider with a minimum upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet upload speed of 50 Mbps. Upon execution of this Agreement, as part of the deployment process, a network assessment will be conducted of the Client’s upload speed for the transmission of data to the CJIS Compliant Cloud. In most cases, the Client should budget for an increase to their upload speed with their local carrier. Additionally, the Client will: ● Notify the Supplier of issues or problems in a timely manner ● Provide the Supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention ● Maintain good communication with the Supplier at all times GUARANTEED RESPONSE TIMES When a Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion. Response Times UA provides a 99% uptime/availability commitment. All systems have health monitoring that assures that issues are typically addressed 24/7/365 by UA personnel before they become an impact to the performance of the service. For support provided to the Client customer directly, UA has a tiered response to support that will escalate the level of support depending on the situation. Tier 1 would be on-site support by the department staff after they have been trained by UA, which will alleviate most day-to-day issues that may pop up. Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone-based support, and from there to Tier 3, which is on-site technical support from a UA field engineer. The cost of the response time is included in this Agreement. While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown below: Item Priority Fatal Severe Medium Minor