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POLARIS <br /> Schedule H <br /> Software Maintenance and System Support <br /> 1 . Telephone diagnostic service: is available during the following hours: 8:30am - 8:00pm, Eastern Standard <br /> Time, Monday through Friday, excluding standard Polaris holidays. From 8:30-5:00pm Eastern Standard <br /> Time customers will be able to call Customer Support and reach their Site Manager or Technical Support <br /> Specialist. From 5: 00pm-8:00pm Eastern Standard Time customers will reach the Site Manager or Technical <br /> Support Specialist working at Polaris headquarters that night. At 8:00pm the phones will be transferred to <br /> the answering service. Emergency referrals from Polaris' Operations Center to on-call personnel will be <br /> available 24 hours per day, 7 days per week. Emergency assistance is limited to work in correcting <br /> problems which impact critical functionality of the System. Software service calls that cannot be solved <br /> immediately will be referred to specialists within the Operations Center. Services performed by Polaris <br /> beyond the scope of those services listed in 2.1, 2 .2. and 2.3 . below, or beyond the limitations listed in 3.1 . , <br /> 3.2. and 3.3 . below, will be billable at the rate of $200 an hour with a minimum $400 charge. <br /> 2. Software maintenance covers: <br /> 2.1 . trouble-shooting of any POLARIS ILS Software related problem; <br /> 2.2. provision of updates to the latest version of the POLARIS ILS Software; <br /> 2.3. support for SQL Reports interface with POLARIS ILS Software; <br /> 3 . Service limitations: <br /> 3.1 . no on-site Software support service is included under this Agreement. Any on-site service requested <br /> by the COUNTY will be provided at Polaris' per-call rates and terms then in effect. <br /> 3.2. service will not be provided as a result of: <br /> fault or negligence on the part of the COUNTY; <br /> failure of Third-Party hardware/ software; <br /> operator error that deviates from standard operating procedures as described in the Software <br /> Materials; <br /> data loss and/ or corruption as a result of any Hardware failure <br /> 3.3. Software support service does not include: <br /> - server operating systems; <br /> - client operating systems; <br /> - Third-Party PC software; <br /> - network/ communications software; <br /> - web server/ browser software (except where supplied by Polaris); <br /> - PC trouble-shooting; <br /> - virus protection, detection or removal; or repair of damage incurred through the infection of a <br /> virus; <br /> 4. Software Maintenance Fees: Annual <br /> 4.1 POLARIS ILS server Software $6,300 <br /> 4.2 POLARIS ILS client Software $9,225 <br /> 4.3 Children s interface to PAC $630 <br /> 4.4 Spanish language interface to PAC $500 <br /> 4.5 Course Reserves $1 ,200 <br /> 4.6 Phone Notification $2,160 <br /> 4.7 Real-time Automated Authority Control $250 <br /> 4.8 Federated Searching $2,000 <br /> 4.9 OpenURL Checker $270 <br /> 4.10 SimplyReports $1,125 <br /> Total: Annual Software Maintenance and System Support Fee . <br /> Commencing one (1 ) year from the Operational Date $2300 <br /> 3/20/07 Indian River County Contract Page 26 of 30 <br />