NFOCUS - 2007 - Laserfiche WebLink

Home Browse Search

Software License Agreement for Trax®Software Products Annex A: Maintenance and Support Agreement 1.0 DEFINITIONS 1.1 "SUPPORT CALL (LEVEL 1)" means a reported problem in the Software which causes the system to be down with no obvious work-around. 1.2 `SUPPORT CALL (LEVEL 2)" means a reported problem in the Software, not considered as a Level 1 support problem, as defined in 1.1 above, which causes serious disruption of a function, however the system is still operational. 1.3 "SUPPORT CALL (LEVEL 3)" means a reported problem in the Software which is not affecting the Software's ability to perform substantially in accordance with the user documentation. 1.4 "RESPONSE TIME" means the elapsed time between the receipt of a service call and the time when Licensor begins the Maintenance and Support, including a verbal or written confirmation to the Licensee thereof. 1.5 "RESPONSE CENTER AND CONTACT PROCEDURE" shall mean: Address 6245 N. 24`" Parkway Suite 100 Phoenix, AZ 85016 www.nfocus.com Standard Hours of Operation Monday -Friday (excluding public holidays) 7:00 am - 6:00 pm (Phoenix, AZ time) Contact Information Tel: (602) 954-9557 E-mail: support@nfocus.com Fax: (602) 954-9557 attn: Technical Support 2.0 TERM AND TERMINATION Licensor's provision of Maintenance and Support to Licensee will commence on date payment is received by Licensor and will continue for a term of one (1) year. Maintenance and Support will renew when payment is received by Licensor on or before the annual renewal date. Licensee's failure to pay the then-current renewal rate on or before the renewal date will result in the following: 1) Termination of Licensee's Maintenance and Support Agreement with Licensor; and 2) Termination of hosting for Licensee's data. Licensee will be provided athen-current copy of Licensee's data in Microsoft Access format within five (5) business days of termination. 3.0 MAINTENANCE AND SUPPORT SERVICES Maintenance and Support will be provided only with respect to versions of the Software that are being supported by Licensor, according to the following schedule: (a) a Major Update will be supported for two (2) years after the commercial release of the next Major Update, provided always that Licensee makes use of the last Minor Update and Update of the first mentioned Major Update and (b) a Minor Update will be supported for one (1) year after the commercial release of the next Minor Update, provided always that Licensee makes use of the last Update of the related Major Update. 3.1 BASIC MAINTENANCE. Basic Maintenance means that Licensor will provide support during Licensors standard hours of operation: (i) Major Updates and Minor Updates, when and if available, and related on-line Documentation, and (ii) telephone assistance with respect to the Software, including (a) clarification of functions and features of the Software; (b) clarification of the Documentation; (c) guidance in the operation of the Software; and (d) error verifcation, analysis and correction to the extent possible by telephone and/or elecVonic communication methods. 3.2 LEVELS OF MAINTENANCE AND SUPPORT. Maintenance and Support is available at the following Response Times: (i) Support Call (Level 1): response time two (2) hours, patch or work-around next day, fixed or documented in neM major product release; (ii) Support Call (Level 2): response time six (6) hours, patch or work-around within five (5) days, fixed or documented in next major product release; (iii) Support Call (Level 3): one (1) business day, problem documented and input for consideration in next major product release. 5 of 7 Initials of Licensee's Authorized Represenfati