Laserfiche WebLink
5.1 During standard hours as identified in Section 3.3,TBS will respond to Priority 1-3 <br /> support calls as follows: <br /> A Initial Response when a call or ticket is received: <br /> Priority 1: 1-3 hours (available 24x7) <br /> Priority 2: 3-5 hours <br /> Priority 3: 72 hours <br /> B Correction Plan will be developed when a fix is not immediate: <br /> Priority 1: within 24 hours <br /> Priority 2: within 48 hours <br /> Priority 3: as mutually agreed upon <br /> C Escalation of non-standard response times <br /> Correction identified and mutually agreed upon correction plan will be developed <br /> or call will be escalated to Support Manager,and VP of Sales. <br /> 6. Warranties by TBS <br /> 6.1 TBS warranties that it has the right to license the Licensed Software and there are no <br /> pending liens, claims,or encumbrances against the software. <br /> 6.2 TBS warranties that the software conforms to its published specifications and all <br /> related materials and information provided to the Library in all manners. <br /> 6.3 TBS warranties that it will install all hardware and software and perform all related <br /> actions; so that such hardware and software will properly install and operate. <br /> 6.4 Online ticket support system,will be provided to track support tickets,complete <br /> surveys and establish a venue for remote support and license updates for software and <br /> hardware. <br /> 6.5 Software and hardware and system is fully integrated with ILS through the SIP <br /> connection provided by TBS. <br /> 6.6 Library will provide server and TBS will install MyPC Papercut software to function <br /> per specifications. <br /> 6.7 TBS warrants that that there is no violation of copyright or patent rights in connection <br /> with the licensed software. TBS shall indemnify and hold harmless and tender any such <br /> claim within 30 days of notice by Library, although the Library shall be entitled to counsel <br /> of its own choice. <br /> 6.8 TBS warrants that the software shall conform to its published specifications in the <br /> Materials, including, but not limited to, the Capabilities Summary, On-Line Help, <br /> Manuals,User Reference Manuals, and Training Materials. TBS warrants that the <br />