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of Santa Ana <br />Website Maintenance and Support Services <br />Payment Terms are Net 45 days, although the City will make effort to pay within 30 days. <br />C. TERM <br />The term will be for two years from the execution of the renewal agreement. <br />The City may cancel the service at any time prior to the start of a new term through a written <br />cancelation request from the City's Chief Technology Innovations Officer or his designee sent <br />via email, facsimile, or postal communication method. Upon cancellation, the City must pay <br />outstanding invoices for previous and current terms. <br />The City may resume cancelled maintenance and support service through a written request <br />from the City's Chief Technology Innovations Officer or his designee sent via email, facsimile, or <br />postal communication method. <br />D. SERVICE LEVEL AGREEMENT <br />360 will provide the following service levels (SLA). <br />Website Monitoring <br />a. The website will be monitored for HTTP and MySQL (database) responsiveness on <br />an automated 24 hour basis. <br />b. Responses that fall outside of the response time bracket (average response time x <br />1.5) will be sent to on -call 360 staff for review within 30 minutes. Escalation action <br />will be taken within 2 hours depending on conclusions. <br />C. Response "fail" codes (website non -responsive) will be sent to on -call 360 staff and <br />360 will test, review and access the site for repair within 30 minutes. If the site <br />issues are software related, 360 will work to resolve the issue and provide a status <br />within 2 hours of identification of error. <br />d. If website "fail" code is related to hardware, 360 will contact the City or hosting <br />service staff to identify and escalate issues. <br />Website Maintenance <br />Non -critical updates for OS and Drupal will be reviewed within 1 week of <br />identification of upgrades and applied as necessary within that time period. This <br />will allow for testing on the development environment to ensure compatibility with <br />production environment and modules. <br />Critical security updates for the OS and Drupal will be reviewed and implemented <br />Agreement Renewal 2 <br />