VENTIV TECHNOLOGY - Laserfiche WebLink

Home Browse Search

CXHIBIT I3 Support Service Level 1. Definitions, 1.1 "Business Hours" means the hours of 9:00am to 9;OOpm Eastern Time on all Business pays. 1.2 "C'ustomer's Support Contacts" has the meaning set forth in Section 6 of this Schedule C. 1.3 "Error" means a material failure of the applicable Software to conform to the functional specifications described in its Documentation. 1.4 "Error Corrections" means any modification, workaround, or routine intended to correct the practical adverse effect of an Error. 1.5 "Foltow-up Frequency" means the frequency of time that a support consultant will update the customer (electronically or otherwise) on the progress of commercially reasonable efforts to resolve an issue. 1.6 `Release" means a modification of the Software, normally denoted with a new number to the immediate right or left of the dechnal, which contains new features and functionality. Release does not include new products or modules of the Software for which Ventiv generally charges its customers an additional license or subscription fee. 1.7 "Response Time" means the amount of time from when the customer .properly reports an issue until a support consultant acknowledges receipt (electronically or otherwise) and initiates troubleshooting to resolve. 1.8 `Resolution Goal" means the amount of time that is set as a goal to resolve an incident. Commercially reasonable efforts will be used to meet this goal. 1.9 "Severity Level" means the impact level assigned to an issue based on the level of service degradation or loss of functionality. 1.10"Patches" means a change to the Software that may include patches, fixes, minor updates and Error Corrections, which Ventiv generally provides to its customers who receive customer support services. I Support Generally 2.1 Ventiv will provide one or more reasonable means of communication to allow Customer's Support Contacts to contact Ventiv for assistance in resolving problems with the Software ("Help Desk") in accordance with and during the hours of operation more specifically set forth in this Schedule C. The Help Desk will allow communication in accordance with the table set forth in Section 7 below. 2.2 Because Customer has no rights in the source code version of the Software, and may only use the object code version of the Software, Customer may only maintain the Software at the administrative level and then only in a manner that will not cause corruption of the code. Customer is prohibited from attempting to support the Software (either itself or through a third party) in any way that would require access to the source code of the Software or would require any reverse ongineering, reverse assembly or disassembly of the Software. Ventiv currently is the only entity authorized to support the Software at the code level and does not provide any of its customers the right to access the source code in order to support the Software. 2.3 Ventiv will provide Customer Support Services for die "current release" and "previous release" (major or minor). The "end -of --life" ("EOL") release will be eligible for emergency, external -driven interface changes with less than three (3) months' notice and defect resolution for issues of severity 1 — 3 to allow Customer to upgrade from the "EOL release" to either the "out -rent release" or the "previous release." 3. Support and Maintenance. 3.1 Services. Subject to the timely payment of the applicable Subscription Pees set forth in the Order Form, Ventiv will provide the level of support identified herein in accordance with the support descriptions set forth below. Ventiv will notify (electronically or otherwise) Customer of any changes to such support