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Scope of Work <br />12. REQUIREMENTS PUT UPON THE AGENCY <br />A. Technical or Otherwise <br />The agency HR staff is considered "level 1 support", meaning that the agency should designate the NEOGOV <br />Administrator as the point of contact for any NEOGOV platform related questions or issues. If the Administrator <br />cannot answer the question, they should contact the NEOGOV Customer Support Help Desk, <br />13. DOCUMENT OF WEB INTERFACE (IN) <br />NEOGOV will integrate the Insight website pages into the agency's existing web pages using the standard <br />NEOGOV career pages. <br />14. MAINTENANCE & SUPPORT <br />A. Service Types <br />Base Maintenance and Update Support <br />• Software Upgrades <br />All product upgrades to licensed modules and Insight Enterprise are included in the associated NEOGOV <br />annual license. Product upgrades occur in real time and are available upon next login. <br />• Phone Support <br />Phone support is available from 6:OOAM — 6:OOPM PT Monday— Friday, excluding NEOGOV holidays. <br />• Remote Connectivity Support <br />Online support is available 24 x 7. Any cases logged online during oft' hours will be responded to the <br />next business morning. <br />• Response Times <br />Both phone and online case receipt are confirmed immediately. The length of time for a resolution is <br />fully dependent on the type of case (i.e., High/Medium/Low priority, question, enhancement request). <br />High priority issues such as system down are addressed immediately and resolved ASAP. When any <br />other cases are logged (that are not system down) those cases are reviewed internally by NEOGOV, and <br />then discussed and reviewed with the customer to identify priority and resolution timeline. <br />II. Preventative System Maintenance <br />Preventive system maintenance is conducted by the NEOGOV staff and is addressed in a variety of <br />methods including scalable architecture and infrastructure, log checking, performance maintenance, and <br />other preventative tasks. The agency is not responsible for system maintenance. <br />Order Form Terms and Conditions: <br />(l) The Customer hereby orders and GovernmentJobs.com, Inc. (d/b/a NEOGOV, Inc., hereafter <br />"NEOGOV") agrees to provide the services described in this Order Form. THE SERVICES ARE <br />PROVIDED PURSUANT TO THE TERMS AND CONDITIONS OF THIS ORDER FORM AND <br />THE SERVICE AGREEMENT BETWEEN NEOGOV AND THE CUSTOMER. <br />(2) The Customer agrees that the payment schedule is as follows: <br />Provide all required software and Licenses <br />• One hundred percent (100%) of the annual license price (including any Integrations) is payable <br />within thirty (30) days of execution of this Order Form and Service Agreement. ($13,55$.00) <br />NEOGOV Page 15 of 16 <br />