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Hardware and Third Party Support — if applicable <br /> The purpose of this section is to provide our customers with information on our standard <br /> coverage and the services which are included as part of your annual hardware and third party <br /> software support (if applicable) . This section serves as a guideline for the support department <br /> but is superseded by an existing third party or other agreement . <br /> The services listed below are services that are out of scope and are therefore considered billable <br /> — please note that we do not provide hardware support for any printers : <br /> • on- site installation or upgrade of hardware and third party software <br /> • extended telephone training (beyond 15 minutes) <br /> • reconfiguration of hardware and fileservers <br /> • recovering data resulting from client error <br /> • upgrading of hardware systems <br /> • preventative maintenance monitoring or other services <br /> • recommending or assisting with disaster recovery plans <br /> • re- establishment of ODBC connection if connection was lost due to actions of <br /> customer <br /> • ODBC connections to other third party products <br /> • creation of custom reports <br /> • report writer training, upgrades and installations (other than at time of initial <br /> purchase) <br /> 48 <br />