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<br />2022 OMIGA Solutions Inc. 3 <br /> <br />2.3. Specific Services <br />OMIGA Solutions will: <br />a) Ensure OCourt-specific security processes and best-practices are followed <br />b) Notify Customer of any apparent anomalies in data-transfer <br />c) Communicate future enhancements, modifications, or outages to all relevant parties <br />d) Maintain network and identity-related security protocols <br />e) Enforce proper deployment and maximum server up-time <br />f) Establish and enforce proper application server deployment techniques <br />g) 24x7 maintenance of the server environment <br />h) Maintain an environment scalable to meet current & future customer expectations <br />3. Problem Management <br />3.1. General <br />If at any time OCourt users experience a lapse in OCourt services, as defined in this SLA, they should <br />immediately notify their managers, noting specific items to be addressed. <br />3.2. System and Contract Support Escalation Contact List <br />Please use the following escalated contacts for Operational System or Contract Support issues. Please <br />refer to Section 3.0 to confirm Service Performance standards and metrics. <br />OCourt System Issue Escalation Contacts <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />OCourt Contract Issue Escalation Contacts <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />4. Service Performance <br />4.1. Infrastructure Team Availability <br />OMIGA Solutions Infrastructure Team hours of operation will be established and managed under mutual <br />agreement by OMIGA Solutions and Customer. OMIGA Solutions proposes the following availability: <br />Services Description <br />System Support Hours of operation 7:00 AM to 5:00 PM Monday to Friday (Except for Federal and State <br />holidays). <br />Regularly scheduled maintenance frequency Performed on 2nd/3rd Saturday of the month. Email notices are sent <br />to all users. <br />Issue Response Time 4 Hours <br />Step 1 <br />System Support E-mail: <br />Courts@codesmartinc.com <br /> <br />Step 2 <br />Robert Patterson Product Manager P: 360-915-7017 <br /> Robert.Patterson@codesmartinc.com <br />Step 3 <br />Mark Meyer President M: 425-444-6174 O: 360-915-7017 Mark.Meyer@omigasolutions.com 2 Mark Meyer <br /> President <br /> M: 425-444-6174 <br /> O: 360-915-7017 <br /> Mark.Meyer@omigasolutions.com <br />1 Robert Patterson <br /> Product Manager <br /> P: 360-915-7017 <br /> Robert.Patterson@codesmartinc.com