Contractor shall provide County with Palo Alto System Hardware & Software Maintenance, Support and Services as follows: a. Remote Technical Support • Telephone support available during the times specified for the Support Plan purchased. • Support cases created via the web will have a response time based on the severity classification as set forth in the table entitled “Support Plans and Services Offered” above. b. Secure Web Access • Access to the Support Website to acquire the latest software versions, fixes, feature releases, software release notes, signature updates, FAQs, case management and technical documentation. • Palo Alto Networks will use commercially reasonable efforts to ensure that the Support Website is available 24x7. Palo Alto Networks reserves the right to modify the Support Plans offered so long as such modification does not result in degradation of service. Please refer to the Support Website for the most current support plan descriptions. Premium Support • Maintain and support the list of releases defined as the currently supported releases on the Support Website. • Make available all supported Maintenance Releases, Minor Releases and Major Releases. • Verify defects in the Software identified and submitted by customers.
