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<br />~ <br />& Software <br /> <br />2008 Systems & Software Support Program Guidelines <br /> <br />8. Attendance, training and hospitality events at no cost (no registration fee) for Customer Users at Customer User <br />Conferences, when held. Travel, lodging, meals, and other associated fees would be at the customer's <br />expense. Due to the market and competitive nature of the S&S enQuesta ™ products, non-customer personnel <br />may attend only upon written request, and S&S reserves the right to refuse attendance at customer conferences <br />to non-customer attendees. A fee of $2,500 per day per non-customer attendee will apply, if such non- <br />customers are authorized to attend. In some cases, customers may be required to sign non-disclosure <br />statements at such events. <br /> <br />9. Periodic Training Classes are scheduled to be conducted online via WebEx. These educational offerings can <br />be used to update and refresh user personnel from your organization in the use of popular modules and <br />processes that have an appeal to the largest number of customers such as Navigation, Billing, Credit & <br />Collections, Work Orders, etc. S&S will take input from Executive! User Forums, Customer Listening visits, <br />surveys, and requests made through our Customer Service Department, website, and account representatives. <br /> <br />10. Periodic informational announcements or newsletters covering new announcements, enQuestaTM <br />enhancements, hardware and third-party software issues, vendor relationships, new technologies or technical <br />considerations, new product announcements, and other related topics. <br /> <br />11. Access to the latest levels certain third-party products including of Cognos' Impromptu and!or PowerPlay (both <br />for database customers), Cognos' ReportNet solution, Micro Focus' Server Express Runtime Licenses <br />(assuming the initial upgrade to Server Express was paid under separate contract), enQuesta™ client or <br />middleware components,lQ character for AIX (non-database customers), or IBM's UniData database products, <br />or other third-party software products or vendor products which are invoiced as part of the S&S Support <br />Program, or as these products become available from the respective vendors. Deployment or training services <br />for such are handled separately under a time and materials basis. <br /> <br />12. Technical Assistance is available by request. These services include but are not limited to system and <br />application configuration, performance analysis, and certain other hardware, operating system and database <br />related services. These services are subject to additional charges on a time and material basis at the <br />discretion of your Account Manager, if applicable. <br /> <br />CONFIDENTIAL <br /> <br />Page 4 <br /> <br />40 I Water Tower Circle <br />Colchester, VT 05446 <br />www.svstemsandsoftware.net <br />p: 802-655-4400 <br />f: 802-655-440 I <br />2/28/2008 <br /> <br />Systems <br />& Software <br /> <br />