Common use of MAINTENANCE AND UPGRADES Clause in Contracts

MAINTENANCE AND UPGRADES. System/product maintenance and upgrades, if applicable, are included in the ongoing support and warranty as contracted. These ensure continued attention to product performance and general maintenance. Scheduled product upgrades include enhancements and minor and major product changes. Customers are notified in advance of scheduled maintenance. It is the County’s responsibility to accept all offered updates and upgrades to the system. If the County does not accept these, County should be advised that Contractor, at its discretion, may offer limited support for previous versions. All code releases also maintain the integrity of any client specific configurations (i.e. templates, addresses, staff information, active protocols, etc.) that have been implemented either by Contractor’s implementation staff or the County’s administrative staff. Contractor’s support staff is committed to resolving County’s issues as fast as possible. If Contractor cannot resolve County’s issue, Contractor will identify the course of action that Contractor will be taking and indicate when an answer will be available. Contractor in turn will seek assistance from the designated developer. The next level of escalation goes to the Project Manager, who also addresses all operational issues on an ongoing basis and reviews the issue log regularly to assess product performance and service levels. Senior Management will handle issues requiring further discussion and resolution. Any issues to be determined to be of a critical nature are immediately escalated accordingly.