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CourtVMEW <br /> JUSTICE SOLUTIONS <br /> B. In the event that the Customer or its agents misuses the CJS Software or data files, <br /> including, but not limited to, inserting, updating, deleting or otherwise modifying data <br /> through a means other than the CJS Software, although CJS is not obligated to correct <br /> such misuse, CJS may attempt to correct the situation, if possible, at Customer's <br /> expense. <br /> C. In the event that diagnostic assistance is provided by CJS, which, in the reasonable <br /> opinion of CJS, relates to problems not caused by a Defect in the CJS Software, such <br /> assistance shall be at the Customer's expense. <br /> 7. ADDITIONAL SERVICES <br /> A. The Customer may desire to have additional modifications or minor enhancements <br /> performed; the fees for these services shall be in accordance with CJS' then current <br /> time and materials rates. Specific services include requirements analysis, preparation <br /> of functional and programming specifications, software development, testing, <br /> documentation, installation, file conversion, training, and help desk support. CJS shall <br /> provide an estimate of cost prior to performing any of the above services. CJS is <br /> available to perform these modifications within the scope of this Agreement or under a <br /> separate agreement. <br /> B. Additional support outside the scope of the support services described in this <br /> Agreement may be available to the Customer upon request. These services shall be <br /> performed on a time and materials basis. <br /> 8. RESPONSE TIMES AND AVAILABILITY <br /> A. Definition. The Customer Support Department is the primary means of communication <br /> between the Customer and CJS regarding all CJS software issues. Customer Support <br /> provides the most efficient means to track, manage, and resolve all CJS software <br /> issues. <br /> B. Response Time. CJS target average response to Customer's request for assistance <br /> via the Customer Support Department is within four (4) business hours of receipt. <br /> Response time is defined as the time it takes CJS to provide the Call Tracking Number <br /> to the Customer. <br /> C. Resolution Time. Resolution time will vary depending on the severity and complexity <br /> of the reported problem. Resolution time is defined as the time it takes CJS to <br /> sufficiently remedy the problem or return the system to operational status. Resolution <br /> may mean that a temporary fix has been provided to correct a problem until a <br /> permanent solution can be delivered. Elapsed time for development effort is not <br /> included in Resolution time. <br /> D. Hours of Operation. CJS shall be available for support services Monday through <br /> Friday, 8 A.M. to 5 P.M. Eastern Time, except for CJS-observed holidays, which may <br /> be revised from time to time. <br /> December 2015 10 of 10 <br />