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City of Santa Ana Website Maintenance and Support Services <br />production environment and modules. <br />b. Critical security updates for the OS and Drupal will be reviewed and implemented <br />within 2 business days of identification of the updates. 360 may work with hosting <br />partner to install OS updates as needed. <br />3. Web Changes <br />a. Changes to web content, templates, forms, et al, requested by the City as "non- <br />emergency' changes have a typical turnaround time of not -to -exceed 3 business <br />days. Most happen faster, but some requiring more intensive programming or <br />design changes may go beyond that timeframe. Any exceptions will be quoted to <br />the City within 1 business day of submittal of change request. Historically, 360 <br />completes 95% of non -emergency changes within the 3 -business -day timeframe. <br />b. Requested web changes identified by the City as "emergency changes" are <br />handled within the same business day, unless extensive changes are needed. Any <br />exceptions will be quoted to the City within 1 business hour of submittal of change <br />request. Emergency requests unrelated to website responsiveness issues may be <br />billed at 150% of hourly fee. <br />4. Phone Support <br />a. Website responsiveness issues (as outlined in section 1a, 1b and 1c) reported by <br />phone or through ticketing system will be responded to on a 24-hour emergency <br />basis. If on-call personnel do not immediately answer the call, a call back will be <br />initiated within 15 minutes of the call. <br />b. Live operator handles non -emergency support during business hours. <br />C. Requests for phone support training on ad hoc issues is handled during business <br />hours. If immediate support is not available, a call back will be initiated within 2 <br />business hours of submission of the support request. <br />d. Requests for onsite training will have a 3 -business day lead time; web -based training <br />requests will have an up -to 2 -business day lead time for scheduling. <br />5. If 360 fails to meet its SLA commitment, it shall provide the City a pro -rated credit from <br />the monthly fee for the time in which the service commitment was not met. <br />Scope of Work <br />25E-32 <br />