CENTAMAN, INC. - Laserfiche WebLink

Home Browse Search

centaman Centaman. Unless required to resolve a legal or major security issue, Centaman will provide remote assistance in applying Software Upgrade to the Customer's environment, a maximum of one time per calendar year. Should the Customer require additional Software Upgrades and require Centaman to apply these to the Customer's environment then the Customer will pay Centaman and the standard hourly rate for all assistance. Should the Customer decline the Software Upgrade when it is available, Centaman will continue to support the existing version for a period of 18 months. Centaman will deliver all Software Upgrades such that the installation of any future Software Upgrade will not be dependent on the Customer having previously installed all Software Upgrades. 4. Software Support A. Centaman will provide the Customer with Software Support for Tier 2, 3 and 4 as follows: i. Tier 2 Support means that the helpdesk case has been validated and the user has sort assistance from other users or the on -site system super -users. Support provided at Tier 2 is to assist the user in removing the error or making the configuration changes required to resolve the issue. If the issue is an existing one, then Tier 2 specialists find a workaround in the database and assist the Customer in applying the solution. If it is a new issue or the case requires more detailed analysis, then Tier 2 cases will be escalated to Tier 3 support. ii. Tier 3 Support is provided to the Customer by a technician that is familiar with the Customer's database and implementation and able to do a detailed analysis based on their knowledge of the Customer's operation, business processes and their expertise in the Software. Tier 3 support cases will be resolved by the Tier 3 consultant or result in the issue being logged as a Bug in the Software and escalated to Tier 4. iii. Tier 4 Support is a case that is a confirmed Bug in the installed executable code and is resolved in with the Software Upgrade and Maintenance outlined in clause 3. B. Centaman will provide Software Support remotely via it's help desk call center and web portal. The Customer will provide Centaman with Remote Access to their system and details of their Remote Access Policy. Centaman will comply with the Customer's Remote Access Policy. C. Software Support is only available for the period that the undisputed Fees have been paid. Centaman may suspend the provision of Software Support to the Customer where undisputed invoices for the Fees remain unpaid past the due date. Centaman will provide written notification to the Customer with seven (7) days' notice in the event that it chooses to suspend the Software Support under this clause 4(C). D. Expenses: The Customer will reimburse Centaman for on -site expenses incurred for any site visits required to complete the Services , in accordance with the terms contained in this Contract. E. Software Support will be available to all users who have undertaken training in the system and for the areas 43 ©2022 Centaman, Inc. All rights reserved.