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Standard Support and Maintenance Agreement — Standard Guidelines <br /> The purpose of this Exhibit I is to provide our customers with information on our standard <br /> coverage , the services which are included as part of your annual software support, a listing of <br /> call priorities , an outline of our escalation procedures and other important details . <br /> Consultant reserves the right to make modifications to this document as required ; provided, <br /> however, Consultant shall not reduce the scope of support provided hereunder without the prior <br /> consent of the Organization . <br /> The services listed below are services that are included as part of your software support . <br /> • 800 Toll Free Telephone support <br /> • Software for Life <br /> Guaranteed Support on your existing applications for life <br /> Cost effective upgrade solutions <br /> • Scheduled assistance for installations, upgrades & other special projects (there maybe <br /> charges depending on the scope of work) <br /> • Technical troubleshooting & issue resolution <br /> • E-mail support call logging and notification <br /> • Free eSupport access 24 x 7 with the following on-line benefits : <br /> Log & close calls <br /> - View & update calls <br /> Update contact information <br /> Access published documentation <br /> Access available downloads <br /> Access Support knowledge base <br /> - Participate in Discussion Forums <br /> Report on metrics <br /> • Standard software releases and updates <br /> Defect corrections (as warranted) <br /> Planned enhancements <br /> State and/or Federal mandated changes (charges may exist depending on scope) <br /> Payroll regulated changes <br /> Participation in BETA program <br /> Release notes <br /> • Limited training questions ( 15 minute guideline) <br /> • Customer Care Program <br /> Quarterly News Letter with support tips <br /> Technical support bulletins <br /> Communication on new products and services <br /> - On- site visits (as required) <br /> • Design review for potential enhancements or custom modifications <br /> • Outstanding Calls Report with conference call (as required) <br /> • Ability to attend the annual customer conference ( attendance fees apply) <br /> 42 <br />