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<br /> <br />Rev. 06022016 11 of 13 <br />The Customer shall provide appropriate remote access capabilities by which may, <br />with the permission of the Customer, remotely access the Software for the purpose <br />of remote diagnostics and support. <br /> <br /> <br /> <br />6. PROPER USE <br /> <br />a. The Customer agrees that all reasonable effort shall be taken to ensure that neither <br />the Software nor data files are misused. <br /> <br />b. In the event that the Customer or its agents misuses the Software or data <br />files, including, but not limited to, inserting, updating, deleting or otherwise <br />modifying data through a means other than the Software, although <br /> is not obligated to correct such misuse, may attempt to correct <br />the situation, if possible, at Customer’s expense. <br /> <br />c. In the event that diagnostic assistance is provided by , which, in the <br />reasonable opinion of , relates to problems not caused by a Defect in the <br /> Software, such assistance shall be at the Customer's expense. <br /> <br />7. ADDITIONAL SERVICES <br />a. The Customer may desire to have additional modifications or minor enhancements <br />performed; the fees for these services shall be in accordance with ’s then <br />current time and materials rates. Specific services may include requirements <br />analysis, preparation of functional or programming specifications, software <br />development, testing, documentation, installation, data conversion, training, and <br />help desk support. shall provide an estimate of cost prior to performing <br />any of the above services. is available to perform these modifications <br />within the scope of this Agreement or under a separate agreement. <br /> <br />b. Additional support outside the scope of the support services described in this <br />Agreement may be available to the Customer upon request. These services shall <br />be performed on a time and materials basis. <br /> <br />8. RESPONSE TIMES AND AVAILABILITY <br />a. Definition. The Customer Support Department is the primary means of <br />communication between the Customer and regarding all <br />software issues. Customer Support provides the most efficient means to track, <br />manage, and resolve all software issues. The following table provides <br />information on ’ categorization of issues. <br />