Item 13 - Agreement for Jail Management System Maintenance

Home Browse Search

IftriMs Section 1. Annual Software Support and Maintenance Software Covered by This Agreement ATIMS shall provide software support only on the items described in Appendix A, Software Support and Maintenance Pricing. Definition: Software Support and Maintenance Software Support and Maintenance is an agreement purchased along with a software package and renews annually. This agreement provides our clients with patches available during the year and supplies all of the software upgrades for version releases. The agreement protects your investment, enables your software to stay up to date, and provides new features and functions that enrich and optimize the user experience. Software Support Services A Software Support and Maintenance Agreement provides clients with fixes, upgrades, and updates to licensed software released during the maintenance period. This agreement is not an extension of the warranty period — it runs concurrently with any warranty. Additional fees may be charged for upgrades that exceed more than one major or minor version of the software in a year. "Forklift" upgrades (major release to major release) will be subject to additional support fees if minor upgrades, updates, and/or fixes have not been adopted. Section 2. Standard Operating Procedures Determining Severity and Response Commitments When reporting an incident, you will make the initial determination of priority and include it in the support request. The initial ATIMS response to an incident will be based on your assessment of priority. ATIMS will make reasonable efforts to respond to support requests within the timeframes described in the following table, to provide periodic status updates to you, and to resolve incidents to your satisfaction. The inability of ATIMS to meet the described response times due to your availability (such as busy phone, no answer, out of the office, etc.) does not constitute a failure to comply with these support policies. After the initial response, any changes to the incident priority will be determined by ATIMS staff. The following table describes the guidelines used by ATIMS to establish the severity level of an incident and the ATIMS response commitments. ATIMS Professional Services and Support 2025 1 Page 4 of 15 ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further notice. ATIMS reserves the right to provide fixed -bid quotations for requested services.