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5. TBS Response Times <br />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 />