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EXHIBIT A-2 <br />EXHIBIT B <br />SUPPORT SERVICES ADDENDUM <br />1. DEFINITIONS. Capitalized terms not defined below shall have the same meaning as in the General Terms & Conditions. <br />r` 1 RUE COPY <br />CERTIFICATION ON LAST PAGE <br />J.R. SMITH, CLERK <br />1.1. "Enhancement" means a modification, addition or new release of the Software that when added to the Software, materially changes its utility, <br />efficiency, functional capability or application. <br />1.2. "E-mail Support" means ability to make requests for technical support assistance by e-mail at any time concerning the use of the then -current release <br />of Software. <br />1.3. "Error" means an error in the Software, which significantly degrades performance of such Software as compared to ESO's then -published <br />Documentation. <br />1.4. "Error Correction" means the use of reasonable commercial efforts to correct Errors. <br />1.5. "Fix" means the repair or replacement of object code for the Software or Documentation to remedy an Error. <br />1.6. "Initial Response" means the first contact by a Support Representative after the incident has been logged and a ticket generated. This may include <br />an automated email response depending on when the incident is first communicated. <br />1.7. "Management Escalation" means, if the initial Workaround or Fix does not resolve the Error, notification of management that such Error(s) have been <br />reported and of steps being taken to correct such Error(s). <br />1.8. "Severity 1 Error" means an Error which renders the Software completely inoperative (e.g., a User cannot access the Software due to unscheduled <br />downtime or an Outage). <br />1.9. "Severity 2 Error" means an Error in which Software is still operable; however, one or more significant features or functionality are unavailable (e.g., a <br />User cannot access a core component of the Software). <br />1.1. "Severity 3 Error" means any other error that does not prevent a User from accessing a significant feature of the Software (e.g., User is experiencing <br />latency in reports). <br />1.2. "Severity 4 Error" means any error related to Documentation or a Customer Enhancement request. <br />1.3. "Status Update" means if the initial Workaround or Fix cannot resolve the Error, notification of the Customer regarding the progress of the <br />Workaround or Fix. <br />1.4. "Online Support" means information available through ESO's website (www.eso.com), including frequently asked questions and bug reporting via Live <br />Chat. <br />1.5. "Support Representative" shall be ESO employee(s) or agent(s) designated to receive Error notifications from Customer, which Customer's <br />Administrator has been unable to resolve. <br />1.6. "Update" means an update or revision to Software, typically for Error Correction. <br />1.7. "Upgrade" means a new version or release of Software or a particular component of Software, which improves the functionality or which adds <br />functional capabilities to the Software and is not included in an Update. Upgrades may include Enhancements. <br />1.8. "Workaround" means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer's <br />use of the Software. <br />2. SUPPORT SERVICES. <br />2.1. Customer will provide at least one administrative employee (the "Administrator" or "Administrators") who will handle all requests for first -level support <br />from Customer's employees with respect to the Software. Such support is intended to be the "front line" for support and information about the <br />Software to Customer's Users. ESO will provide training, documentation, and materials to the Administrator to enable the Administrator to provide <br />technical support to Customer's Users. The Administrator will notify a Support Representative of any Errors that the Administrator cannot resolve and <br />assist ESO in information gathering. <br />2.2. ESO will provide Support Services consisting of (a) Error Correction(s); Enhancements, Updates and Upgrades that ESO, in its discretion, makes <br />generally available to its customers without additional charge; and (c) E-mail Support, telephone support, and Online Support. ESO may use multiple <br />forms of communication for purposes of submitting periodic status reports to Customer, including but not limited to, messages in the Software, <br />M <br />N <br />CO <br />rn <br />0 <br />N <br />g <br />2 <br />0 <br />w <br />o 'y <br />I <br />