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InCustody Core & InCustody Plus+ JMS <br /> WARRANTY & SUPPORT & MAINTENANCE <br />3 | P a g e C O N F I D E N T I A L / P R O P R I E T A R Y Updated 1JUN2021 <br /> <br />additionally provides critical support twenty-four hours a day / seven days a week. Critical support <br />is defined as any issue that <br />• Causes the ATIMS system to stop running agency wide <br />• Is or has a potential to become security incident <br />• Prevents any essential or required data elements from entry <br />The support technician will arrive within a reasonable period of time keeping the Agency fully <br />informed during this period. PSS for on-site visits that require air travel will be arranged on a case- <br />by-case basis and the travel cost will be confirmed with the customer prior to booking. <br />ATIMS will provide or make available: <br />1) Assistance in diagnosis and identification of errors or malfunctions. <br />2) On-site consultation on correction of identified errors or malfunctions. <br />3) Detailed feedback on external factors that had a direct or indirect impact on the <br />licensed software resulting in performance deficiencies. <br />The customer will bear the full responsibility for backing up its databases and/or data files <br />according to industry standard practices. The customer will not hold ATIMS, its agents, successors <br />or assignees liable in any way for consequences resulting from lost data caused by the <br />unavailability of appropriate back-up data. <br />The tasks provided under this program do not include duties normally associated with on-going <br />Network Administrator tasks. Additional tasks like recovery of databases and/or data files that <br />were not properly backed up, and normal database administration tasks (reorganizing database, <br />running backups, restoring databases, reviewing logs, updating statistics, capacity planning, etc.) <br />are offered as part of the Professional Services agreement and Customer will be billed at the <br />hourly rate listed in Appendix B of ATIMS Annual Maintenance & Support Agreement. <br />Frequency of patches, service packs and version upgrades <br />As part of the ATIMS JMS Support & Maintenance Agreement, software enhancements, patches <br />and fixes are pushed out twice a year, at a minimum – up to quarterly, dependent upon the <br />urgency, priority or need. ATIMS is continually upgrading our software to meet new client needs <br />and improve upon current functionality. ATIMS JMS clients are notified of version updates when <br />they are available and a list of the changes are documented and provided for their review. The <br />new version can be loaded in the test environment to give the clients time to test the new version <br />and decide when/if they are ready to deploy. ATIMS does not require a client to update the