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a <br /> �M <br /> Section 1. Annual Software Support and (Maintenance <br /> Software Covered by This Agreement <br /> ATIMS shall provide software support only on the Items described in Appendix A, Software Support <br /> and Maintenance Pricing. <br /> Definition: Software Support and Maintenance <br /> Software Support and Maintenance is an agreement purchased along with a software package and <br /> renews annually. This agreement provides our clients with patches available during the year and <br /> supplies all of the software upgrades for version releases. The agreement protects your investment, <br /> enables your software to stay up to date, and provides new features and functions that enrich and <br /> optimize the user experience. <br /> Software Support Services <br /> A Software Support and Maintenance Agreement provides clients with fixes, upgrades, and updates <br /> to licensed software released during the maintenance period. This agreement Is not an extension of <br /> the warranty period — it runs concurrently with any warranty. <br /> Additional fees may be charged for upgrades that exceed more than one major or minor version of <br /> the software in a year. "Forklift"upgrades(major release to major release)will be subject to additional <br /> support fees if minor upgrades, updates, and/or fixes have not been adopted. <br /> Section 2. Standard Operating Procedures <br /> Determining Severity and Response Commitments <br /> When reporting an incident, you will make the initial determination of priority and include it in the <br /> support request.The initial ATIMS response to an incident will be based on your assessment of priority. <br /> ATIMS will make reasonable efforts to respond to support requests within the timeframes described <br /> in the following table, to provide periodic status updates to you, and to resolve incidents to your <br /> satisfaction.The inability of ATIMS to meet the described response times due to your availability(such <br /> as busy phone, no answer, out of the office, etc,) does not constitute a failure to comply with these <br /> support policies. <br /> After the initial response,any changes to the incident priority will be determined by ATIMS staff. <br /> The following table describes the guidelines used by ATIMS to establish the severity level of an incident <br /> and the ATIMS response commitments. <br /> ATIM PrOr.iiori:il Se ,,14,0- ?id SLJy7iiC)I <br /> AT V'- r :" t1h_ I. . i Gr . J is <br />