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SERVICE LEVEL AGREEMENT <br />A. Support Services: During the term of this Agreement, Rattle Tech LLC will provide the <br />services described herein so as to maintain the Covered Software in good working <br />order, keeping it free from material defects so that the Covered Software shall <br />function properly and in accordance with the accepted level of performance. <br />Service Response. <br />1. Rattle Tech LLC will make available to City a telephone number and an e- <br />mail address (the "Support HOTLINE") for City to use to request service or <br />report an outage of the Covered Software. <br />2. The Support HOTLINE operates during business hours, 7:00 a.m. to 6:00 p.m. <br />PST, Monday through Friday, excluding legal holidays. Extended coverage is <br />available for an additional fee. <br />3. The Support HOTLINE can also be used to notify Rattle Tech LLC of problems <br />associated with the Covered Software and related documentation. Rattle <br />Tech LLC will also make available a City support site with user accounts for <br />City to submit requesting service tickets. <br />4. Bug or error shall mean any reported malfunction, error or other defect in <br />the Covered Software that can be reproduced by Rattle Tech LLC and <br />constitutes a non- conformity from the existing documentation or <br />functionality that existed at the time the Covered Software was accepted by <br />City. <br />B. Remedial Support. Upon receipt by Rattle Tech LLC of notice from Customer through <br />one of the service request options of an error, defect, malfunction or nonconformity <br />in the Covered Software, Rattle Tech LLC shall respond as provided below: <br />Severity 1: Produces an emergency situation in which the Covered Software is <br />inoperable, produces incorrect results, or fails catastrophically. <br />RESPONSE: Rattle Tech LLC will provide a response by a qualified <br />member of its staff to begin to diagnose and to correct a Severity 1 <br />problem as soon as reasonably possible, but in any event a response via <br />telephone will be provided within one (1) hour. Rattle Tech LLC will <br />continue to provide best efforts to resolve severity 1 problems in less <br />than twenty-four (24) hours. The resolution will be delivered to City as a <br />work -around or as a software fix. If Rattle Tech LLC delivers an <br />acceptable fix, the case will be closed. If an acceptable work -around is <br />delivered, the case severity level will be dropped to level 2. <br />