Agenda Package - 05-19-08 - Laserfiche WebLink

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038 SOUTHERN SOFTWARE'S ® ANNUAL SOFTWARE SUPPORT AGREEMENT MOBILE-PAKTM 8:30 a.m., EST to 5:00 p.m., EST Mobile-PakTM. This Software Support Agreement covers support from 8:30 a.m. to 5:00 p.m., EST, Monday through Friday. Problem Resolution Southern Software will provide customer software support for mission critical operation of Mobile-PakT , from 8:30 a.m. to 5:00 p.m., EST, Monday through Friday. This Agreement does not constitute a warranty but provides for mission critical problem resolutions and non-mission critical problem resolutions of repeatable errors during normal business hours, EST. Southern Software cannot warrant the product will operate free of problems in perpetuity. Southern Software does not warrant third party software applications used in programs provided to customers, i.e., Microsoft@ Word. The purpose of this Agreement is to provide the necessary technical assistance to ensure a timely problem resolution and to minimize down time. Mission critical is defined as "any problem that renders the entire system unstable or inoperable". For problems covered under this Agreement, Southern Software will provide the following: Telephone response within five hours of notification of the problem. During this initial response, support personnel v^,ill determine the nature of the problem and severity. An attempt to resolve the problem will be made by giving instructions to the customer. ® If this is unsuccessful or the severity too great, then Southern Software will escalate to a Level 2 response. A Level 2 response involves a support technician connecting remotely to the customer's network using industry standard secure remote diagnostic methods to attempt to resolve the problem. If the problem is unable to be detected or resolved with a Level 2 response then a technician will be scheduled for an on site visit. There is no cost to the customer for the on site visit as long as the problem is with a Southern Software product or equipment covered by a Southern Software support contract and as long as the problem is not due to a virus or negligent actions/treatment. The user understands support staff may provide a temporary fix. A permanent fix will be provided at a later date. Program Updates Southern Software will provide program updates to support customers as new updates, fixes and features are added. Updates will be made universally to all supported customers at one time. No custom programming will be performed. Third Party If, at any time, an update of a third party's software is required, Southern Software will not incur the cost of such upgrade. System Administrator ® The customer agrees to have a designated administrator (primary contact for support and update issues). It is highly desirable that the administrator be knowledgeable in networking and Windows@ operating systems.