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47. <br />0 live chat <br />48. <br />0 screen- <br />Contractor support personnel will initiate a Zoom session <br />sharing <br />(corporate approved standard for secure meetings and <br />tools <br />collaboration) with County to provide support if necessary. <br />49. <br />0 one <br />Contractor shall meet support timelines outlined in Attachment D, <br />business <br />Everbridge Technical Support Services Guide. <br />day <br />deadline for <br />non - <br />emergency <br />support <br />50. <br />The Contractor will have a <br />County may enter feature requests for the PMNS through <br />transparent method for <br />Contractor's Client Services. All requests will be logged and <br />responding to, prioritizing, <br />tracked by Contractor's development team, and as more clients <br />and implementing feature <br />request similar features, Contractor may include these into the <br />requests and modifications <br />notification platform. Iu regard to "change management," <br />with a 30 day response <br />Contractor will employ the following industry -standard practices <br />time. <br />for controlling changes to the SaaS application code or the <br />database: <br />❑ Approved, detailed, written specifications from the business <br />group Impact analysis <br />0 An approval hierarchy that includes at least one company <br />executive <br />❑ Queue management to ensure that all stakeholders are aware <br />of the approved and pending changes to the system <br />❑ Documented approvals for applying any changes to the <br />Development, Test, and Production environments <br />❑ Application code must be checked into a secure code library <br />and checked out of this library to be applied to the Test or <br />Production systems. <br />❑ Application code or database changes to the Test and <br />Production environments require the use of highly secured <br />passwords that are known only to the developers responsible <br />for migrating application code or database changes. Only the <br />DBA has access to implement database changes. <br />❑ Back -out procedures <br />❑ Specification of onboarding and maintenance windows <br />51. <br />All data entered into the <br />system from any source <br />X <br />will remain the property <br />of the County; data <br />cannot be provided or <br />sold to other entities. <br />52. <br />Registrants are not <br />Contractor will support this function through its Engagement <br />required to provide their <br />X <br />functionality, as well as through IPAWS. <br />data to the Contractor or <br />other third party, or <br />subscribe to or download <br />an application in order to <br />receive notifications <br />through the system. <br />County of Orange MA-060-20010263 File No, CO21209 <br />Sheriff-Coroner/Purchasing Services Bureau Public Mass Notification System Page 31 of 40 <br />