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�i UTILITY Exhibit B I i Client Responsibilities The Client will use the Supplier -provided system as intended. The Client Is responsible for maintaining power and internet connectivity at all video offload locations on the network, For offload via a Client approved third party or Supplier provided access point, the Client has the option of either (a) organizing an independent internet connection via its local provider with a minimum upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet upload speed of 50 Mbps. Upon execution of the agreement, as part of the deployment process, a network assessment will be conducted of the Client's upload speed for the transmission of data to the CJIS Compliant Cloud. in most cases, the Client should budget for an increase to their upload speed with their local carrier. Additionally, the Client will: • Notify the Supplier of issues or problems in a timely manner • Provide the Supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention • Maintain good communication with the Supplier at all times GUARANTEED RESPONSE TIMES When a Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion Response Times (D UA provides a 99% uptime/availability commitment. All systems have health monitoring that assures that issues are typically addressed 24f7/365 by UA personnel before they become an impact to the performance of the service. For support provided to the customer directly, UA has a tiered response to support that will escalate the level of support depending on the situation. Tier 1 would be on -site support by the department staff after they have been trained by UA, which will alleviate most day -today issues that may pop up. Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone -based support, and from there to Tier 3, which is on -site technical support from a UA field engineer. The cost of the response time is included in this Agreement. While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown below: ALKII PH ' Fatal Severe Medium Minor - _4 1 Hour 1 Hour 1 2 Hours 3 Hours 2, 4.. 2 Hours 2 Hours 4 Hours 6 Hours 3 4 Hours 4 Hours 8 Hours 16 Hours Severity Levels The severity levels shown in the tables above are defined as follows: • Fatal: Complete degradation — all users and critical functions affected. Item or service completely unavailable. • Severe: Significant degradation — large number of users or critical functions affected. • Medium: Limited degradation — limited number of users or functions affected. Business processes can continue. • Minor: Small degradation — few users or one user affected. Business processes can continue.