Agenda Packet_2022-01-18 - Laserfiche WebLink

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lall Management Software ms InCustody Core & InCustody PIus+ JMS � WARRANTY & SUPPORT & MAINTENANCE additionally provides critical support twenty-four hours a day/seven days a week. Critical support is defined as any issue that • Causes the ATIMS system to stop running agency wide • Is or has a potential to become security incident • Prevents any essential or required data elements from entry The support technician will arrive within a reasonable period of time keeping the Agency fully informed during this period. PSS for on-site visits that require air travel will be arranged on a case- by-case basis and the travel cost will be confirmed with the customer prior to booking. ATIMS will provide or make available: 1) Assistance in diagnosis and identification of errors or malfunctions. 2) On-site consultation on correction of identified errors or malfunctions. 3) Detailed feedback on external factors that had a direct or indirect impact on the licensed software resulting in performance deficiencies. The customer will bear the full responsibility for backing up its databases and/or data files according to industry standard practices.The customer will not hold ATIMS, its agents, successors or assignees liable in any way for consequences resulting from lost data caused by the unavailability of appropriate back-up data. The tasks provided under this program do not include duties normally associated with on-going Network Administrator tasks. Additional tasks like recovery of databases and/or data files that were not properly backed up, and normal database administration tasks (reorganizing database, running backups, restoring databases, reviewing logs, updating statistics, capacity planning, etc.) are offered as part of the Professional Services agreement and Customer will be billed at the hourly rate listed in Appendix B of ATIMS Annual Maintenance & Support Agreement. Frequency of patches, service packs and version upgrades As part of the ATIMS JMS Support & Maintenance Agreement, software enhancements, patches and fixes are pushed out twice a year, at a minimum — up to quarterly, dependent upon the urgency, priority or need. ATIMS is continually upgrading our software to meet new client needs and improve upon current functionality. ATIMSJMS clients are notified of version updates when they are available and a list of the changes are documented and provided for their review. The new version can be loaded in the test environment to give the clients time to test the new version and decide when/if they are ready to deploy. ATIMS does not require a client to update the 3 2021 i o u n c i I — tili o-1�