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MITI FRITUR" <br />"Support and Maintenance Agreement - Standard Support Guidelines" <br />Support and Maintenance Services - Standard Guidelines <br />The purpose of this Exhibit E is to provide our customers with information on our standard coverage, <br />the services which are included as part of your annual software support, a listing of call priorities, an <br />outline of our escalation procedures and other important details. <br />Consultant reserves the right to make modifications to this document as required; provided, however, <br />Consultant shall not reduce the scope of support provided hereunder without the priorconsent of the <br />Organization. <br />The services listed below are services that are included as part of your software support. <br />• 800 Toll Free Telephone support <br />• Cost effective upgrade solutions <br />• Scheduled assistance for installations, upgrades & other special projects (there may be <br />charges depending on the scope of work) <br />• Technical troubleshooting & issue resolution <br />• E-mail support call logging and notification <br />• Standard software releases and updates <br />- Defect corrections (as warranted) <br />- Planned enhancements <br />• State and/or Federal mandated changes (charges may exist depending on scope) <br />• Release notes <br />• Limited training questions (15 minute guideline) <br />• Design review for potential enhancements or custom modifications <br />• Ability to attend the annual customer conference (attendance foes apply) <br />Help Desk Hours <br />Our standard hours of support are from 8:00 a.m. EST to 8:00 p.m. EST, Monday to Friday, <br />excluding designated statutory holidays. <br />Page t <br />