Agenda Packet_2025-06-03 - Laserfiche WebLink

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ATIMS Professional Services and Support 2025| Page 7 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. The support technician will arrange an on-site arrival time with your authorized contact, and keep you fully informed during this period. Fo r on-site visits that require air travel, the travel cost will be confirmed with you before booking. ATIMS will provide or make available: 1. Assistance in diagnosing and identifying errors or malfunctions. 2. On-site consultation on correcting identified errors or malfunctions. 3. Detailed information on external factors which directly or indirectly affected ATIMS software and resulted in performance deficiencies. For ATIMS installations on an agency’s Local Area Network (LAN), the agency and/or county IT departments bear full responsibility for backing up databases and/or data files according to industry standard practices. You will not hold ATIMS, its agents, successors, or assignees liable in any way for consequences resulting from lost data caused by the unavailability of appropriate backup data. The services provided as part of the PSS program do not include duties normally associated with ongoing LAN administrator tasks. Additional tasks like recovery of databases and/or data files that were not properly backed up, and normal database administration tasks (reorganizing databases, running backups, restoring databases, reviewing logs, updating statistics, capacity planning, etc.), are offered as part of the Professional Services Agreement and you will be billed at the hourly rate noted in Appendix A (on page 12). Section 4. Additional Professional Services You may request additional professional services from ATIMS and use previously purchased block hours for any of the services explained in the following table. Software consulting Reinstallation of software or hardware Installation and training Upgrade and testing Data conversion Data migration System relocation System migration Application integration Software customization Workflow development Business process reengineering Contact your Account Manager to request a Professional Services proposal for Scope of Work (SOW) and estimates for time and cost. Travel Expense On-site support performed by ATIMS employees for any client may be affected by travel and/or living expenses incurred by ATIMS. For client-initiated tasks, such actual expenses will be billed as they are incurred, outside the scope of this agreement. Automobile and air travel time will be deducted from the block hours of the Professional Services account at 50 percent of the actual travel time. City Council 13 – 23 6/3/2025