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Continuing Service & Support <br />Ca <br />Receive ongoing guidance and assistance from our knowledgeable staff. <br />Always obtain the answers you need to keep your website current and online. <br />AROUND -THE -CLOCK SERVICE & SUPPORT <br />With technology, unlimited support is crucial. Our live support personnel based in the United States are ready <br />to answer your staff members' questions and ensure their confidence in using our site. When you choose <br />CivicPlus, our knowledgeable staff is available from 7 a.m. to 7 p.m. (CST) to field your calls, emails, and live chat. <br />Emergency services are available free of charge after regular hours with our on -call staff 24-hours a day. <br />CivicPlus is also proactive in identifying any potential system issues. Through regularly scheduled reviews of site <br />logs, error messages, servers, router activity and the internet in general, our personnel often identify and correct <br />issues before they ever affect our clients' websites. <br />SUPPORT <br />MAINTENANCE OF CIVICPLUS <br />APPLICATION & MODULES <br />7 a.m. — 7 p.m. (CST) Monday — Friday <br />(excluding holidays) / 24/7 Emergency Support <br />2-hour response during normal hours <br />Dedicated support personnel <br />Integration of system enhancements <br />Usability improvements <br />Online training manuals <br />Proactive support for updates & fixes <br />Install service patches for OS system <br />enhancements <br />Monthly newsletters / Ongoing follow-up check -ins <br />CivicPlus Help Center Client Forums <br />Fixes <br />Improvements <br />Integration <br />Testing <br />Development <br />Unlimited Administrative Users <br />DEDICATED ACCOUNT MANAGEMENT <br />CivicPlus has a team of dedicated account managers to help you implement the tools needed to successfully <br />meet the level of community engagement that you desire. Upon website Go Live, you will have a dedicated <br />member of this team to help you keep up on new CivicPlus products and optimize your site. This specialized <br />team member can provide you with further information on how to engage your citizens, utilizing the tools that <br />CivicPlus has put into place on your new website. <br />45 <br />