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access customer service, technical support, and extended dedicated support. This ticketing support system is included in the annual software maintenance and support fee. 3.3 TBS will provide phone and web support for standard suport for software and technical support five days a week. Standard Help Desk live support will be available Monday -Friday 8-6 CST five days a week with after-hours emergency support available. 3.4 Pre -arranged standard and non-standard hours standby telephone support is available after hours. This phone number and related support is included in the annual software maintenance and support fee. 3.5 If requested, TBS will come on site to resolve an issue with a system supported by TBS. 3.6 Library will ensure TBS has access to the systems they are supporting through remote viewing software specified by TBS and approved by the Library. 3.7 TBS will provide updated client installation packages for MyPC and PaperCut as long as this software is under a maintenance and support agreement. 3.8 TBS guarantees response within three (1-3) hours to support tickets that are deemed an emergency (Priority 1) by Library IT staff. 3.9 TBS authorizes the Library to install the Licensed Software on the designated computer platform using one copy of programs to support live processing. Additional copies may be installed for training and disaster recovery, and training and disaster recovery databases may be used without incurring additional license charges, but only one copy will be in production at any one time. Library can make copies of the Licensed Software for safe keeping purposes. 4. Support call process To provide high quality support and to effectively assign resources to incoming calls or online tickets there are three types of call priorities are identified: Priori 1: High priority- unrecoverable loss or corruption of data or software or hardware functionality that caused a generally defined "system down" situation. Priori 2: Medium priority- Essential software functionality loss that prevents customer processing, but has a workaround, or loss of nonessential functionality that does not have a work around. System is not "down" but Library questions must be answered. This includes staff "inconvenience" problems. Priori 3: Errors causing loss of non -essential functionality but have Print Management and MYPC System workaround. System is not down, but operational question needs to be resolved.