Page |41-— EXHIBIT © - City of Nashua, NH
RFP0611-033116 —Licensing, Permitting, Code Enforcement and Land Management System
expeditiously resolve the request; (c) provide a hourly report to the requestor of the steps taken and to be taken to
resolve the request, the progress to correct, and the estimated time of correction until the request is resolved; and,
(d) every 2 hours provide increasing levels of technical expertise and Wagsys management involvement in finding
a solution to the request until it has been resolved.
c) Problem Severity Levels 3 and 4 Response and Resolution. For Technical Support requests not made by email,
within the Request Response Time of such a request, Wagsys shall confirm to the requestor receipt of the request
by Service Provider. If a Problem Severity Level 3 or 4 request cannot be corrected to the reasonable satisfaction
of the requestor within the Request Resolution Time after
the requestor makes the initial request for Technical Support, at the sole election of requestor: (a) Wagsys will
work continuously to resolve the request; or, (b) requestor and Wagsys will mutually agree upon a schedule
within which to resolve the request.
Technical Support Problem Severity Levels
a) Problem Severity Level 1.
1) Description. This Problem Severity Level is associated with: (a) Services, as a whole, are non-functional or
are not accessible; (b) unauthorized exposure of all of part of City Data; or, (c) loss or corruption of all or part
of City Data.
b) Problem Severity Level 2.
1) Description. This Problem Severity Level is associated with significant and / or ongoing interruption of an
Authorized User’s use of a critical function (as determined by the Authorized User) of the Services and for
which no acceptable (as determined by the Authorized User) work-around is available.
c) Problem Severity Level 3.
1) Description. This Problem Severity Level is associated with: (a) minor and / or limited interruption of an
Authorized User’s use of a non-critical function (as determined by the Authorized User) of the Services; or,
(b) problems which are not included in Problem Severity Levels 1 or 2.
d) Problem Severity Level 4.
1) Description. This Problem Severity Level is associated with: (a) general questions pertaining to the Services;
or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3.
WAGsys will provide cloud-based hosting servers that comply with SSAE-16 standards and maintain PCI compliant
infrastructures. The datacenters will provide the following functionality:
e WAGsys shall provide services and support for infrastructure environments
e WaAGsys shall perform daily system backups
e WAGsys shall provide a proposed solution using MySQL.
o Options exist for other database backends as CIVICgov is database agnostic
e Physical Security
© Keycard protocols, biometric scanning protocols, and around the clock interior and exterior surveillance
o Access limited to authorized data center employees
o Thorough Background security checks for all data center employees
¢ Conditioned Power
o UPS for all servers
o N+l Redundant UPS power subsystems with failover if the primary UPS fails
o Onsite diesel generators for extended power outages
e Precision Environment
o N+tl Redundant HVAC systems
Wagsys Software Solutions (888)304-0007 - Direct (845) 590-5820 - Dean.sefrm@wagsys.com
