POSITRON 1B -2004 - Laserfiche WebLink

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3.0 MAINTENANCE SERVICES SCOPE Positron shall provide the Customer with the Maintenance Services set out in this Maintenance Agreement for the Software. 3.1 Software Maintenance (Software Evergreen) Positron shall provide the Customer, for the Software Term, with the most recent versions of the purchased Software, minor and major releases, and problem workarounds. The Customer is responsible for installation of all of these releases. Should the Customer prefer to have Positron deploy a new release, Positron shall schedule appropriate personnel to perform the upgrade on a mutually agreed upon date at Positron's then current prices for such services. 3.2 Call Center Support Services Positron shall provide the following support services during the Term: (a) Positron's Call Center shall be accessible twenty-four (24) hours a day, seven (7) days a week; 3.3 Problem management flow The Public Safety Answering Point Supervisor (the "PSAP Supervisor"), as appointed by the Customer, shall place a call to Positron's Call Center at 1-800-361-2596 to report a trouble. First level support technicians shall be accessible twenty-four (24) hours a day, seven (7) days a week. Should the first level support technician not be able to resolve the trouble and require assistance, he/she may escalate the problem to Positron's second level support technician. Should the second-level support technician be unable to resolve the problem, the problem shall be further escalated to the engineering department. The trouble ticket is closed only with the agreement of the Customer's PSAP Supervisor. 3.3. 1 Interface to the Customer Site In order to provide the agreed level of support, Positron's technicians shall require access to the Site. Methods of access are as described in the following sections. (a) Remote Connection Positron's requires that the Customer provide an exclusive dial-up POTS (Plain Old Telephone Service) line or VPN tunnel to allow for remote diagnostics and a modem for establishing the remote access by Positron so that Positron technicians may remotely login to the System. Positron technicians may need remote access to the System to analyze the System configuration, aid in problem analysis or to modify the System configuration for a problem work-around. Remote access may also be used for transmission of Software updates to the Customer. Remote access must be available twenty-four (24) hours a day, seven (7) days a week. Positron's request to halt any System functionality shall require the PSAP Supervisor's approval. Positron shall not perform any service-affecting activity without informing the PSAP Supervisor in advance and receiving proper authorization. CHANGE ORDER #2 to Computer Aided Dispatch Purchase Agreement A-2004-229 EXHIBIT F-1 - IQlCAD System Master Support Agreement Page 112 of 149 I ---- r