CAPTURE TECHNOLOGIES - Laserfiche WebLink

Home Browse Search

INSURANCE NOT ON HLE N-2026-003 WORT( MAY NOT PROCEED CITY CLERK _ DATE)AN 12 2026 C , FRIMMMINUMN '�� v. P D t 01 A Division of identiSys 1enn�fer ,�l✓kl�+na(flxy Call Recording Addendum Full Field Service Agreement— 24/7 It is agreed that Capture Technologies will furnish service for the covered hardware and software to insure operating efficiency. This non-refundable Agreement covers the serial number(s)listed on the attached Proposal and/or Inventory List,to ensure operating efficiency. The Agreement covers all hardware and software included in the original purchase and consists of the following,all to be performed during the agreed period of coverage. • 247 Help Line,or to place a service call,800.544.5050,for a€ter-hours support follow system prompts. ♦ All parts necessary to keep the system in proper operating condition,with the exception of those specifically listed below. ♦ in-shop repairs when required. Service Priorities(response Times) Priority 1—Critical Failure,as defined below. Response Category Normal Response Times Support Coverage Twenty Four(24)hours,Seven(7)days per week Phone Support Twenty Four(24)hours,Seven(7)days per week Call Back Response Time Sixty(601 minutes after receipt of call from Customer's authorized representative On-Site Response Time Four(4)Hour On site Response Times are in effect following the determination that on-site support is required. Priority 2—Major Problem,as defined below Response Category Normal Response Times Support Coverage Twenty Four(24)hours,Seven(7)days per week Phone Coverage Twenty Four(24)hours,Seven(7)days per week Call Back Response Time One Hundred Twenty(120)minutes after receipt of call from customer's authorized representative On-Site Response Time Four(4)Hour On-site Response Times are in effect following the determination that on-site support is required. Priority 3—Product Anomaly Response Category Normal Response Times Support Coverage Twenty Four 124)hours,Seven(7)days per week Phone Coverage Twenty Four 124)hours,Seven(7)days per week Call Back Response Time Twelve(12)Hours after receipt of call from Customer's authorized representative On-Site Response Time Twenty Four(24)hours On-site Response Times are in effect following the determination that on-site support is required. Priority 4—System Inquiry,Planned Intervention or Request for information Response Category Normal Response Times Support Coverage Twenty Four(24)hours,Seven(7)days per week Phone Coverage Twenty Four(24)hours,Seven(7)days per week Call Back Response Time Twelve(12)Hours after receipt of call from Customer's authorized representative On-Site Response Time Thirty Six(36)hours On-site Response Times are in effect following the determination that on-site support is required. • Remote diagnostics via modem(requires customer provided telephone line which can be shared with another device)or VPN,or other remote methods ♦ To place service calls during normal business hours,call 800-544-5050.To place a call after hours,an weekends and holidays call 800-544-SOSO and follow system prompts.. Leave a voicemail and a technician will be paged and will respond within one hour;on- site response within 4 hours or as dictated by priority level. Priority 1-Critical Failure—In a 100%recording environment,any failure of equipment,Voice recording software or communications to the Voice Recording products which results in loss of recording channels or data,or if allowed to persist will result in such recording loss,or any problem resulting in loss of ability to retrieve calls or loss of replay functionality. Priority 2—Major Problem—Any problem resulting in loss of ability to retrieve calls or loss of replay functionality. Priority 3—Product Anomaly-Any problem affecting one or more workstations which does not result in a loss of recording or replay but nevertheless results in diminished Product response or performance,for example if an administrator loses the ability to add or delete users. Priority 4-System Inquiry,Planned Intervention or Request for information