Laserfiche WebLink
Cayenta Managed Services – Schedule “A” <br /> <br /> Cayenta, A Division of N. Harris Computer Corporation Page 4 <br /> <br />Add-On Products <br />Software Manager 1 1 2 <br />Connect Finance 1 1 2 <br />Connect Employees/Managers 1 1 2 <br />Connect Time Entry 1 1 2 <br /> <br />General Assumptions <br />1. Cayenta will be responsible for services outlined in the Standard Managed Services Table of <br />Services sub-section in conjunction with the Cayenta Products listed in the Standard Managed <br />Services Overview sub-section. <br />2. The Customer will be responsible for maintaining all the operating systems, virtualization, servers, <br />storage networking and hardware for the Cayenta applications, and communicating and <br />coordinating any changes to said infrastructure with Cayenta CMS. <br />3. The Customer is responsible for ensuring that Cayenta monitoring tools and Technical Consultants <br />have appropriate direct remote access to Cayenta-related infrastructure and environments on the <br />Customer’s site. <br />4. Tickets determined to have a root cause outside of the nature of the services covered by the CMS <br />team may be transferred to a Support ticket (and potentially escalated into a Jira) covered under <br />Cayenta Software and Maintenance Fees. The Cayenta CMS and Support teams work closely to <br />ensure a seamless transition between teams in such cases. <br />5. Migration services such as Actuate to Cognos or Oracle to SQL Server are not in the scope of these <br />services. <br />6. Application and Database Server migrations are not in the scope of these services. <br />7. Technical installation of Feature Releases/Upgrade for the Core Products (e.g. 7.9.x to 9.1.x) are <br />included. However, the scope is strictly limited to the technical procedures against a pre-existing <br />non-production environment. The Upgrade Project Services are not in the scope of these services. <br />We recommend engaging your Account Manager for an Upgrade Project with our Professional <br />Services team. <br />8. Installation and technical setup of any new products are not in the scope of these services. Existing <br />products that the Customer has are defined in the Cayenta Products section above. <br />9. The Customer will log tickets via Cayenta Helpdesk system. In the case that Cayenta is contacted <br />via e-mail or phone call, the Cayenta Technical Consultant will log a ticket in the Cayenta Helpdesk <br />system for tracking purposes. <br />10. Cayenta will provide a Formal Incident Report for any Priority 1 tickets, when requested. Priority <br />2 and 3 issues are summarized within the ticket and confirmed and closed by the Customer. See <br />Ticket Priorities sub-section for priority guidelines. <br />11. Standard CMS Support Hours are from 6:00AM to 5:00PM Pacific Time, Monday to Friday <br />(excluding US/Canada holidays). CMS support outside of the Standard CMS Support Hours will be <br />billed at the then-current Professional Services hourly rate quoted by the Cayenta Account <br />Manager (minimum of 2 hours).