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6.3.11 Monitor performance to ensure adequate System resources and storage to <br />handle peak traffic loads. <br />6.3.12 Manage System, Fire Department Alerting, Wireless Data Security and <br />Persistent Connectivity Service vendor contracts with the County, to ensure <br />continuous service. <br />6.3.13 Maintain and manage licenses for software described within this Agreement <br />as part of the County's responsibility. <br />6.3.14 Coordinate maintenance upgrades with the CAD System Vendor and <br />Members. <br />6.3.15 Manage the implementation of patches, updates and upgrades to the CAD <br />System, including appropriate testing in a non -production environment prior <br />to implementation. <br />6.3.16 Provide timely notices to the Members of System status changes, such as <br />server maintenance, that will affect System availability or performance. Any <br />planned System downtime will be scheduled during periods of light call <br />traffic. <br />6.3.17 Install, configure, and maintain CAD client software, along with any other <br />software required to maintain a secure connection to the CAD System. This <br />excludes physical installation in in -vehicle systems, but includes remote <br />maintenance. <br />6.4 Support Services (Maintenance, Helpdesk, Upgrades). The County will: <br />6.4.1 Provide support services as described herein during the hours identified <br />below. <br />6.4.1.1 Live technical support will be provided during regular business <br />hours, which are defined as 8:00 AM — 4:00 PM Monday through <br />Friday, excluding County -observed holidays. Refer to section 6.4.2 <br />for response times for each "Priority Level". <br />6.4.1.2 On-call technical support will be provided at all other times. Refer <br />to 6.4.2, below, for response times for each "Priority Level". <br />6.4.2 Provide response to System issues/problems according to the following <br />Priority Levels: <br />6.4.2.1 Priority Level 1: Critical Priority, as described in the excerpt from <br />the CAD System Vendor's Support Agreement, attached hereto <br />and made a part of this Agreement as Exhibit 3. <br />6.4.2.1.1 County Response to Priority Level 1: live telephone <br />response within 30 minutes of initial notification. <br />6.4.2.2 Priority Level 2: Urgent Priority, as described in Exhibit 3 <br />6.4.2.2.1 County Response to Priority Level 2: live telephone <br />response within 1 hour of initial notification. <br />CAD and Mobile Data Agreement Ramsey County and User Members Page 20 of 48 <br />