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During the case triage process,the Technical Support team will work with County to obtain <br /> as much troubleshooting information as possible, open and assign a priority level to your <br /> case,then proceed with additional troubleshooting activities as necessary. <br /> Contractor shall provide to County up to date status on County's case,If an expected update <br /> time frame is not known,County will receive updates on the case on a regular basis.County <br /> may also request that the case be escalated at any time,if(for example)County believe an <br /> unreasoaable amount of time has passed since opening the case with no resolution. To <br /> escalate the case, County shall call the Technical Support team and ask to speak with the <br /> Support Manager, <br /> iv. Contractor's release cycle and process for installing system Updates,patches,Fixes,etc, <br /> shall be as follows; <br /> Contractor typically provides three major releases per year, and release maintenance <br /> updates among contractor major releases as needed. Contractor mobile apps are typically <br /> updated on this schedule as well but are not specifically tied to our overall platform updates. <br /> County of Orange MA-060--25010178 Tile No,2424402 <br /> Sher(ff-Coronea/Purehasing Services Bureau PublioMa,Ys NoOcadion System Page 39 of 57 <br />