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24x7x365 Support Coverage Contractor provides customer support and live operator service 24 hours a day,seven days a week, every single day of the year. Contractor shall provide support via the Internet,email,and telephone at any time of the day or night, Contractor's support staff is comprised of Contractor employees who are located on-site in Contractor facilities,Contractor shall not outsource contractor client care to third parties. Contractor shall provide support services in-house order to obtain the latest and greatest in Contractor's Critical Event Management Suite expertise that can only be acquired through employment by Contractor,In addition, Contractor shall support County personnel regardless of location to ensure that in large- scale disaster scenarios,County shall be guaranteed the highest level of support possible. Contractor Support Center County shall have access to the Contractor Support Center, which provides support-rotated information,important documentation,etc. Its features shall include: • Improved look and feel with a responsive design to provide a better experience on desktops as well as mobile devices • Simplified search box at the top of every page • Contractor system status linked to critical service advisories displayed at the top of every page + A community answers forum where County can ask or answer questions with other Contractor users + Personalized contact information,including your County'sEverbridge administrators + Plus:features such as knowledge articles,support tickets,service advisories,and access to Everbridge University. ii. Methods for contacting technical support and hours of operation shall be as follows: County will receive ongoing support provided via the Internet, e-mail, and telephone. Contractor Technical Support is available to County at any time of day or night,24x7x365. Technical Support staff members are full-time Contractor employees located on-site,Upon County contact to Contractor's Technical Support, County will be in contact with a professional who is well-versed in the Contractor system and is more than capable of assisting. Additionally, Contractor has support personnel deployed at all of Contractor's offices around the world to ensure that in large-scale disaster scenarios,County will be guaranteed the highest level of support possible. iii. Contractor shall provide a minimum and maximum response times that can be expected for support inquiries as follows; Based upon the case description and urgency, the Support Representative will assign a Priority level during case creation,The priority indicates the severity of impact of the issue on the client's use of the Contractor system. When submitting a support case, County will receive an email notification when the case has been created, The notification will include the case number, the name of the Technical Support team member or tier assigned to the case,a summary of the inquiry,and the priority level that has been assigned. Counly of Orange M1-060--25010178 Fide No,2424402 Sirer#f-Coronw/Purchasing Services Bweau Public Mass NoOcation System Page 38 of 57