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<br /> <br />Rev. 06022016 9 of 13 <br /> <br />Exhibit A <br /> <br />MAINTENANCE TERMS <br /> <br /> <br />1. SUPPORT SERVICES <br /> <br />Customer will authorize and identify a reasonable number of contacts who may initiate <br />support with . These named users must be technically capable and familiar with <br />the products covered under this agreement. Customer will perform basic troubleshooting <br />before contacting to eliminate issues caused by other variables such as <br />applications, power, hardware, security, infrastructure, and environment . reserves <br />the right to decline support to Customer named users not authorized to initiate support. <br /> <br /> will provide support after confirming Customer has been unable to resolve the issue <br />through its own troubleshooting. Once the reported problem can be reproduced and <br />documented, and resolution identified such as assistance provided over the phone, <br />application working as documented, configuration change, or programming change, the <br />ticket will be closed. If a programming change is required, the ticket will remain open until <br />the updated fix is delivered in a future release. <br /> <br />Maintenance includes bug fixes and telephone support and may include, if they are made <br />available by , software updates. <br /> <br /> <br />2. CORRECTION OF DEFECTS <br /> <br />In the event the Customer encounters an error and/or malfunction (“Defect”) in the <br />Software because it is not conforming to documentation provided by , it shall <br />communicate the circumstances and any supporting information to . Upon receipt, <br /> will respond as follows: <br /> <br />a. In the event that, in the mutual and reasonable opinion of and the <br />Customer, there exists a Defect that does not constitute a serious impediment to <br />the normal intended use of the Software, will correct the Defect <br />and distribute the correction to the Customer in accordance with ’s normal <br />software revision schedule. <br /> <br />b. In the event that, in the mutual and reasonable opinion of and the <br />Customer, there exists a Defect that does constitute a serious impediment to the <br />normal intended use of the Software, will take such steps as <br />are reasonably required to correct the Defect promptly. <br /> <br />3. SOFTWARE REVISIONS AND NEW VERSIONS <br /> <br />a. Software may be revised by as a result of (i) emergency <br />correction of Defect, (ii) periodic correction of Defects and/or (iii) the release of <br />upgrades or improvements or modifications designed to improve the performance <br />of the Software and/or to increase the capabilities of the <br />Software (hereafter "Revisions"). <br /> <br />b. Revisions will be provided at no additional charge during the term of the Software <br />Maintenance Agreement. <br />