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<br />Confidential and Proprietary - Univerus Inc. Page 20 of 26 <br /> <br />Standard Support and Maintenance Services – Standard Guidelines <br />The services listed below are services that are included as part of your software support. <br />• Support for the MAIS products as implemented by our Professional Services group includes: <br />▪ The MAIS products and all default functionality <br />▪ Any MAIS developed interface support for interfaces included as part of the Statement of Work or subsequently <br />entered into following project completion <br />▪ MAIS supported integration regarding third party communications e.g. email/SMS delivery of notification to your <br />staff or customers <br />▪ The integrity and accuracy of the data within the MAIS products, to the extent that the MAIS product has <br />processed the data <br />• We will create and install software updates with supporting release notes that may include: <br />▪ Defect corrections (as warranted) <br />▪ Planned enhancements <br />▪ State (Provincial) and/or Federal mandated changes (charges may exist depending on scope) <br />• Software upgrades (note that there may be charges in implementation depending on the scope of services) <br />• Troubleshooting customer issues and provide recommendations for resolution <br />• Remote training on subjects of limited scope. A subject of limited scope can be addressed in about 15 minutes over the <br />phone. If a customer has numerous training requests in a short period of time, we may deem the training requests to <br />be of a broad nature. <br />• Customer Success Program. On a periodic basis, we will share useful information regarding the use of your eRec <br />product and our services through one or more of the following methods: <br />▪ Support Bulletins <br />▪ Communication on new products and services <br />▪ On-site visits (as required) <br />▪ Webinars <br />▪ Surveys <br />• Design review for potential enhancements or custom modifications <br />• We shall provide an online ticketing system with the following features: <br />▪ Ability to log and close calls <br />▪ Ability to view and update calls <br />▪ Ability to update contact information <br />▪ Access to published documentation <br />▪ Access to support knowledge base <br />▪ Ability to participate in discussion forums <br />▪ Ability to report on metrics <br /> <br />Customer Responsibilities <br />In order to effectively provide our support services, the Customer is responsible for the following items: <br />• Customer shall notify MAIS of suspected defects in any of the Software supplied. Customer shall provide, upon <br />Customer Success Analyst request, additional data deemed necessary or desirable by Customer Success Analyst to <br />reproduce the environment in which such defect occurred. <br />• Customer shall ensure that its personnel are, at relevant stages of the project, educated and trained in the proper use <br />of the Software in accordance with applicable Customer Success manuals and instructions. If Customer’s personnel are