Agenda Packet_2025-08-05 - Laserfiche WebLink

Home Browse Search

viii. E-mail or webmai l delivery and transmission ; ix. DNS (Do main Name Server) Propagat ion; and/ or x. Outages elsewhere on the Internet that hinder access to your account. MERIDIAN is no t responsible for browser or DNS cachi ng that may make your site appear inaccessible when others can still access it. MERIDIAN will guarantee only those areas considered under the co ntrol of MERIDIAN : MERIDIAN server links to the In ternet , MER IDIAN 'S routers, and MERIDIAN'S servers. 2) Software Support. MERIDIAN will provide software support as defined below: i. During Standard Business Hours ii . Access fo r up to three (3) named system admin istrators, provided the ir successfu l completion of Meridian's administrator proficiency training iii. Help desk support and guidance on the use of existing base product fun ctions. Effort exceeding a to tal of one (1) hour per one function is considered Training and is not included as part of Software Support. iv. Troubleshooting of CLI ENT reported functional and technical issues related to the intended use of the Software. v . Troubleshooting of thi rd-party or cl ient-developed co ntent, as it relates to successfully la un chi ng and tracking in the Softwa re. To provide effective support for CLIENT submitted support requests, MERIDIAN will categorize issues based upon the issue 's severity level and the time it was received. MERIDIAN may require additional details from CLI ENT after initial issue submission to help resolve the issue. Additional details regarding severity levels and respon se time targets are detailed in MERIDIAN 's Support Policy. 3) Support E)(clusions. All other support that is not explicitly defined in Section 2 Software Support in this Schedule is excluded. 4) Credit Request and Payment Procedures. In order to receive a credit for system ava ilabi li ty as defined in Section 27b here in, CLIE NT must make a request therefore by sending an email message to credi trequest@meri dianks.com. Each request in connection with th is Schedule must in cl ude CLIENT's account number (per MER IDIAN 's invoice) and the dates and times of the unavailabi lity of CLI ENT's Web site and mu st be received by MERIDIAN within ten (10) business days after CLIENT's Web Site was not avai lable. If the unavailability is confirmed by MERIDIAN , credits will be applied within one week after MERIDIAN's receipt of CLI ENT's credit request. Notwithstanding anything to the contrary herein , the total amount credited to CLIENT in a particu lar month unde r this Service Leve l Agreement shall not exceed the total Subscription fee paid by CLIENT for such month for the affected Services. Credits are exclusive of any appli cable taxes charged to CLI ENT or collected by MERIDIAN and are CLIENT's sole and exc lusive remedy with respect to any failure or deficiency in the Ava il ability of Service. Saas Agreement: Multi-Tenant meridianks.com City Council 14 – 23 8/5/2025