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CIVICENGAGE WEBSITE SERVICES <br /> OngoingServices <br /> Award-Winning Team Technical & Ongoing Support <br /> Over the past three years,CivicPlus has been honored Live technical support personnel based in the U.S. <br /> with two Silver Stevie°Awards and four Bronze Stevie Weekday business hours:7 a.m.-7 p.m.(CST) <br /> Awards in the categories of Front-Line Customer <br /> Service Team of the Year-Technology Industries, Contact via phone,email, and live chat <br /> Customer Service Training or Coaching Program of 4-hour response during business hours <br /> the Year-Technology Industries, Customer Service 24/7 emergency support <br /> Department of the Year-Computer Software - Up <br /> • Self-Service Help Center for tutorials and user <br /> to 100 Employees,and Most Valuable Response by a <br /> guides and ENGAGEXCHANGE for client connection <br /> Customer Service Team (COVID-19). The Stevie Awards <br /> are the world's top honors for customer service, Assigned Client Success Manager to ensure your <br /> contact center, business development, and sales complete and ongoing satisfaction <br /> professionals. <br /> Maintenance <br /> • Regular review of site logs,error messages, <br /> servers, router activity,and the internet in general <br /> • Full backups performed daily <br /> your people • good Regularly scheduled upgrades,fixes, <br /> what you •• enhancements,and OS patches <br /> Success Manager, it seems like he <br /> Hosting & Security drops help _. If I contact <br /> Supportthe Technical 24/7/365 system monitoring <br /> right - to answer my questions . Guaranteed 99.9% uptime (excluding maintenance) <br /> • get it figured out. -• Highly reliable data center with a fully redundant <br /> very responsive experiencesnetwork <br /> reached out • CivicPlus. I've worked Software updates and security patches <br /> with • - great customer -• <br /> • Multiple, geographically diverse data centers <br /> at CiviclPlus, and it's that relationship that <br /> • Disaster recovery with emergency, after-hours, <br /> live-agent support <br /> —Jean Carder,Communications Coordinator • Guaranteed Recovery Time Objective of 8 hours <br /> for Louisburg,Kansas <br /> • Guaranteed Recovery Point Objective of 24 hours <br /> • DDoS Mitigation <br /> • DDoS Advanced Security Coverage at time of <br /> attack(additional fees) <br /> CIVICENGAGE CENTRAL PAGE 17 <br />