TIBURON, INC. 1 - 2000 - Laserfiche WebLink

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, . f. 3. . . TIBURON shail provide a toil-free telephone service for routine operational and technical assistance. Technical and operational service shail be availabie during TIBURON's normal support hours of 8:00 a.m. to 5:30 p.m. Pacific Time (excluding weekends and TIBURON holidays) and at additional times according to the terms defined in the Schedule of Services and Charges in Exhibit B which is attached hereto and hereby incorporated by reference. g. TIBURON shail provide software upgrades and enhancements as per the Schedule of Services and Charges attached hereto as Exhibit B. Any instailation and special tailoring required shail be charged at the Technical Service Rate as identified in Exhibit B. Ail such software provided by TIBURON shail be covered by the terms of this Agreement. If CLIENT has source code on-site, and corrections for reported problems or defects are due substantiaily to CLIENT's errors or CLIENT's changes to the system environment, or relate to CLIENT-modified portions of the PROGRAM or to portions of the PROGRAM affected by CLIENT-provided software, or if diagnosis of problems reported erroneously shail be performed by TIBURON, CLIENT will be charged at the Technical Service Rate, plus applicable travel and per diem expenses. CLIENT RESPONSIBILITIES CLIENT agrees to provide those services and facilities defined below which are necessary for the provision of services by TIBURON under this Agreement. CLIENT and TIBURON agree that the scope and schedule of services to be provided by TIBURON under this Agreement depend upon the timely fulfillment of CLIENT responsibilities. a. CLIENT shail assign a coordinator to ensure that CLIENT's duties set forth in this Agreement are met, to coordinate appropriate schedules in connection with TIBURON's services hereunder, and to provide other coordination activities which are necessary for TIBURON to perform its services hereunder. CLIENT shail maintain performance logs documenting trouble cails and availability of on-line systems according to procedures provided by TIBURON. b. CLIENT shail assign individuals who are familiar with the PROGRAM, and who are able to provide on-site technical assistance as required by TIBURON to aid TIBURON in performing its services. CLIENT personnel will screen operational assistance cails and handle operational problems where appropriate. c. CLIENT shail ensure that appropriate maintenance activities are carried out on a regulariy scheduled basis in accordance with site documentation. This includes but is not limited to backing up the database and journal logs, purging out of date records and running reports and performing diagnostics as requested by TIBURON. CLIENT shail provide dial-in access to CLIENT's computer, making it accessible by TIBURON for remote service. CLIENT is responsible for the provision of ail local equipment (dial-up modems, telephone termination, communications port, etc.) required to support access by TIBURON. If CLIENT has source code on-site, CLIENT shail also compile programs and run appropriate tests foilowing each remote access as requested by TIBURON. In the event that CLIENT does not comply with these provisions, Technical Service charges as specified in Exhibit B shail apply. d. e. CLIENT shail meet with TIBURON as may be reasonably required to discuss operational issues and the status of the PROGRAM and provide timely responses to issues related to maintenance and PROGRAM performance raised in writing by TIBURON. CLIENT shail update and maintain the input data as may be required for satisfactory PROGRAM operation, and be responsible for the accuracy of CLIENT-provided data. f. V2 Ex! Svc Ex A&B-Santa Ana - 8-28-00 Page 2 of 6