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conditions similar to those present when the error, defect, or nonconformity in the Software (hereinafter referred to as <br />"Problem") was discovered. Licensor shall use its best efforts to design all resolutions to Problems so that the resolutions <br />do not materially reduce or diminish the prior functionality or performance of the Software on Licensee systems and <br />operations. <br />1.5 The following Severity Levels and Response times are set forth below: <br />(a) Service Level Agreement. <br />Severity Levels <br />a. 1 — Emergency - The entire system is down and all users are impacted. <br />b. 2 — Critical— A large subset of users are impacted. <br />c. 3 — Major— A small subset of users are impacted. <br />d. 4 — Minor — A single user is impacted. <br />Severity Response Times <br />a. Severity Level 1 — Respond within 10 business hours <br />b. Severity Level 2 — Respond within 2 business days <br />c. Severity Level 3 — Respond within 3 business days; <br />d. Severity Level 4 - Respond within 5 business days; <br />ARTICLE 2 - MAINTENANCE & SUPPORT FEES <br />2.1 Maintenance & Support. During the initial term of this Agreement, Licensee shall pay to Licensor a maintenance <br />and support fee equal to the Maintenance and Support Fee set out on page 1 hereof for the initial term. <br />Subsequent renewal terms will be charged in accordance with Licensor's current pricing in effect at time of <br />renewal. <br />2.2 Other fees. Any Professional Services and/or training provided by Licensor will be invoiced upon completion upon <br />which said services are provided. Any custom support package provided by Licensor beyond the normal scope of <br />this Maintenance and Support Agreement will be invoiced at the time said support package has been provided. <br />Unless otherwise provided in writing, all invoices for services provided are payable within thirty (30) days after <br />invoice date. <br />2.3 Payment Terms. All payments for services as described in this Maintenance and Support Agreement are due within <br />30 days after receipt of invoice. No maintenance or support will be performed under this Agreement if any payments <br />are past due under this Agreement or the Base Agreement. <br />ARTICLE 3 - MAINTENANCE & SUPPORT RENEWALS <br />3.1 Merging of Maintenance & Support renewal dates shall be permitted if multiple license purchases are made <br />inclusive of Maintenance & Support. Prior to merging of Maintenance & Support renewal dates, payment must be <br />received for the initial one (1) year of Maintenance & Support made with the initial purchase. <br />3.2 Renewals made following Termination as defined in Article 5 may be made under the condition that outstanding <br />maintenance and support be brought current for entirety of period following termination. <br />3.3 Partial renewal of Maintenance and Support is defined as renewal of Maintenance and Support for a number of <br />licenses less than purchased will constitute non -renewal. The number of supported licenses may be reduced <br />upon agreement of both parties. In such event, the Licensor shall issue a new replacement license equivalent to <br />the number of licenses renewed under Maintenance and Support. <br />4.1 Term. Both parties agree that this Agreement shall be effective for a period equal to the Initial Term set forth above. <br />This Agreement may be terminated or canceled as provided in Sections 4.1. <br />4.2 Termination for Cause, This Agreement may be terminated for cause, as follows: <br />