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<br /> <br />CONFIDENTIAL Cayenta Software and Subscription Agreement 2024-01-11 <br />Page 25 of 41 <br /> <br />SCHEDULE A <br /> <br />SUPPORT SERVICES <br />1.1 Definitions. <br />(a) “Business Day(s)” means any day other than a Saturday, a Sunday or a day on which <br />financial institutions in Canada are authorized to close. <br />(b) "Error" means any reproducible failure of the Cayenta Offerings to operate in all material <br />respects in accordance with the Documentation. <br />(c) “Harris Site” means http://support.cayenta.com, or any successor address provided by <br />Harris. <br />(d) "Out-of-Scope Services" means any of the following: (i) any of the services set forth in <br />Appendix A-1 of this Schedule A, and any other services that Organization and Harris may <br />from time to time agree in writing are not included in the Support Services; (b) any services <br />requested by Organization and performed by Harris in connection with any apparent Error <br />that Harris has reasonably determined to have been caused by a Customer Cause; and (c) <br />any second line support requested by Organization and provided by an individual requested <br />by Organization whose qualification or experience is greater than that reasonably necessary <br />to resolve the relevant Support Request. <br />(e) "Severity 1" has the meaning set forth in Section 3.5. <br />(f) "Severity 2" has the meaning set forth in Section 3.5. <br />(g) "Severity 3" has the meaning set forth in Section 3.5. <br />(h) "Support Hours" means those hours between 9:00 AM and 5:00 PM Mountain Time on <br />Business Days. <br />(i) "Support Request" has the meaning given to it in Section 0. <br />(j) "Third-Party Products" has the meaning to it given by the main body of this Agreement, and <br />for the purposes of this Schedule A, includes all third-party software (including all open <br />source products), computer hardware, network hardware, electrical, telephone, wiring and all <br />related accessories, products, parts and devices, which includes but is not limited to that of <br />Organization. <br />2.1 Provision of Support Services. Harris shall provide the Support Services during the Support <br />Hours throughout the Term in accordance with the terms and conditions of this Schedule A. <br />3.1 Support Services Responsibilities <br />Harris shall: <br />(a) Provide first line support, the objective of which is to view or replicate the Error, provided <br />however, that Organization must have reviewed technical support bulletins and other