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City of Santa Ana Website Maintenance and Support Services within 2 business days of identification of the updates. 360 may work with hosting partner to install OS updates as needed. 3. Web Changes Changes to web content, templates, forms, et al, requested by the City as "non - emergency" changes have a typical turnaround time of not -to -exceed 3 business days. Most happen faster, but some requiring more intensive programming or design changes may go beyond that timeframe. Any exceptions will be quoted to the City within 1 business day of submittal of change request. Historically, 360 completes 95% of non -emergency changes within the 3-business-day timeframe. b. Requested web changes identified by the City as "emergency changes" are handled within the same business day, unless extensive changes are needed. Any exceptions will be quoted to the City within 1 business hour of submittal of change request. Emergency requests unrelated to website responsiveness issues may be billed at 150% of hourly fee. 4. Phone Support a. Website responsiveness issues (as outlined in section 1a, I and 1c) reported by phone or through ticketing system will be responded to on a 24-hour emergency basis. If on -call personnel do not immediately answer the call, a call back will be initiated within 15 minutes of the call. b. Live operator handles non -emergency support during business hours. C. Requests forphone support training on ad hoc issues is handled during business hours. If immediate support is riot available,'a call back will be initiated within 2 business hours of submission of the support request. d. Requests for onsite training will have a 3-business day lead time; web -based training requests will have an up -to 2-business day lead time for scheduling. If 360 fails to meet its SLA commitment, it shall provide the City a pro -rated credit from the monthly fee for the time in which the service commitment was not met. Agreement Renewal