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<br />Miami-Dade County <br />Service Level Agreement <br /> <br />2. E-mail <br /> <br />The MDC Account Manager will respond to an e-mail request from the City the same day of <br />receiving the request, if the request is received during normal business hours. If the e-mail <br />request is received after the normal business hours, responses will be made by 10 A.M. EST on <br />the following business day. E-mail service level commitments are based on the time the request <br />is received by the MDC Account Manager's email address. Emergency requests for critical <br />updates should include contact via pager in addition to email notifications to the MDC Account <br />Manager. <br /> <br />Article 6. End-User Surveys <br /> <br />End-User surveys will be conducted on a quarterly basis. The survey will provide the basis for the City to <br />formally and objectively evaluate the performance of MDC and the MDC Account Manager. <br /> <br />Article 7. Customer ResDonsibilities <br /> <br />In connection with the performance of this Agreement and the provision of the services, the City shall be <br />responsible for the following: <br /> <br />· The City shall provide, at no cost to MDC, all communications equipment, telephone and <br />communication lines, power, telephone service and other utilities at the City's facilities and <br />any connections to MDC facilities as may be necessary or reasonably desirable to perform the <br />Services and accomplish the purposes of this Agreement. <br /> <br />· The City shall be responsible for providing, at no cost to MDC, the necessary personnel and <br />facilities to meet the City's obligations hereunder. <br /> <br />· The City shall designate a single point of contact for submitting emergency requests and <br />requests for template and graphic updates. In addition, the City will provide a list of <br />additional individuals who are authorized to make emergency requests. <br /> <br />· The City shall be responsible for ensuring that the City's use of the Services and the <br />performance of the City's other obligations hereunder comply with all applicable laws. <br /> <br />· The City shall provide such data and information as is reasonably necessary for MDC to <br />perform the Services and accomplish the purposes of this Agreement. <br /> <br />Article 8. Assianment of Rights or Obligations <br /> <br />Neither party may assign its rights or obligations under this Agreement without the prior written consent <br />of both parties. This Agreement may not be modified or amended (and no rights hereunder may be <br />waived) except through a written instrument signed by the party to be bound. This Agreement <br />constitutes the entire agreement between the parties with respect to the subject matter hereof and shall <br />be governed by and construed in accordance with the laws if the State of Florida, without giving effect to <br />conflict of law rules. The City acknowledges and agrees that this Agreement is not intended to be and <br />shall not be construed to be a franchise or business opportunity. <br /> <br />5 <br />