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e quivant <br />CCUI '.'/lcoN .Justice Scluti;::;ns Ire d/b/a eqlOlVJnt <br />The Customer shall provide appropriate remote access capabilities by which equivant may , <br />with the permission of the Customer, remotely access the equivant Software for the purpose <br />of remote diagnostics and support . <br />6. PROPER USE <br />a . The Customer agrees that all reasonable effort shall be taken to ensure that neither <br />the equivant Software nor data files are misused. <br />b. In the event that the Customer or its agents misuses the equivant Software or data <br />files , including , but not limited to, inserting, updat i ng, deleting or otherwise <br />modifying data through a means other than the equivant Software, although <br />equivant is not obligated to correct such misuse, equivant may attempt to correct <br />the situation, if possible, at Customer's expense . <br />c. In the event that diagnostic assistance is provided by equivant, which , in the <br />reasonable opinion of equivant, relates to problems not caused by a Defect in the <br />equivant Software, such assistance shall be at the Customer's expense . <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 equivant'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. equivant shall provide an estimate of cost prior to performing <br />any of the above services. equivant is available to perform these modifications <br />within the scope of this Agreement or under a separate agreement. <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 />8. RESPONSE TIMES AND AVAILABILITY <br />a. Definition. The Customer Support Department is the primary means of <br />Rev. 06022016 <br />communication between the Customer and equivant regarding all equivant <br />software issues . Customer Support provides the most efficient means to track , <br />manage , and resolve all equivant software issues . The following table provides <br />information on equivant' categorization of issues. <br />11 of 13