AQUA-METRIC SALES COMPANY - Laserfiche WebLink

Home Browse Search

EXHIBIT B SUPPORTSTANDARDS 1. Contractor Obligations. Contractor shall provide the following additional Support Services to Client: 1.1. Telephone Hotline/Help Desk. Contractor shall continuously provide a telephone number for Client personnel to call for all purposes regarding Support Services. Client's help desk shall be monitored by members of the Contractor support team. 1.2. Support and Maintenance History and Tracking System. Contractor shall maintain a current record of Client's Support Services history. Upon Client's request, Contractor shall provide a detailed history of all Support Services performed by Contractor. Client shall own all such records. 1.3. Enhancements and New Features. Contractor shall provide or ensure Sensus provides all enhancements to the Subscription Services. 1.4. Documentation. Contractor shall provide any and all updated Documentation, as applicable, for the Services, Products, and any enhancements provided to Client as such Documentation are generally released, or more frequently if significant errors and/or discrepancies are discovered in such Documentation. 2. Client Responsibilities. Client shall cooperate with Contractor in the performance of Contractor's obligations by performing the tasks set forth below. Provided however, that in no event shall any failure by Client to act as described below shall not be interpreted as or result in a breach of this Agreement: 2.1. Assist Contractor in the development of support procedures. 2.2. Ensure end users follow established support procedures. 2.3. End users will employ reasonable efforts to solve problems/address requests before calling the help desk. 2.4. Maintain local network and devices. 3. Resolution of Defects. 3.1. Defect Levels. Client shall classify, or reclassify, as applicable, all Defects as Critical, Impactful, Routine, and Application Question pursuant to the definitions set forth below in Section 4. 3.2. Reporting of Defects. Reports of Defects (an "Incident Report") will be made through Contractor's support center via email or telephone at members to be provided by Contractor to Client. Contractor shall provide coverage and respond to incidents and defects according to Section 4 below. 4. Service Level Agreement. 4.1. Critical. Critical issues are problems with the Services or Products which delay or preclude completion of Client's billing cycle or cycles. Critical issues include but are not limited to major communications issues, software component failures or software interaction failures, or failures of the Client's non -individual customer hardware which interfere with communications, post -processing or significant transfers of data. The Client may elevate any non -Critical issue to a Critical status when Contractor cannot develop a work- around or fix a non -Critical issue in a timely manner or when a non -Critical issue severely impacts Client resources. The Client may demote a Critical issue to a non -Critical status upon notice to Contractor. 4.2. Impactful. Impactful issues are problems with the Services or Products that are less severe than Critical issues but delay completion of Client's billing cycle or cycles or interfere with the intended use of the overall metering infrastructure. While Contractor may be able to provide a work around on an individual customer basis for Impactful issues, due to the number of customers affected Impactful issues severely impact Client resources to affect the work -around. The Client may elevate or demote non-Impactful issues to Impactful status upon notice to Contractor. 4.3. Routine. Routine issues are problems with the Services or Products which affect a small number of customers, and which do not imperil the completion of a billing cycle, and which may be worked around without significant impact to Client resources. Routine issues will typically comprise requests for guidance Page 11