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<br />SANTA ANA, CALIFORNIA - FIRE DEPARTMENT <br /> <br />REMOTE AccESS ,. PROPOSAL <br /> <br />warranty period, and may be purchased thereafter for an amount equal to twenty percent <br />(20%) of the software license fee. <br /> <br />Should it become necessary for the client to make a service request due to a critical, <br />emergency situation and this request is made between the secondary coverage hours <br />listed below. Group 1 shall, at its option, charge the client at an hourly rate of $200 per <br />hour. There shall be a thirty- (30) minute billing minimum per request and thirty- (30) <br />minute billing increments after the initial thirty- (30) minute period. In this coverage type, <br />Group 1 cannot guarantee access to a Group 1 employee during the following <br />secondary coverage periods: <br /> <br />Monday - Friday, 5:01pm CST - 7:59am CST <br />Saturday - Sunday, 12:00am CST - 11 :59pm CST <br /> <br />Group 1 shall diligently attempt to voice respond within four (4) hours to service requests <br />that are made by telephone to Group 1 's office during Standard Business Day Coverage. <br />Group 1 shall make its best effort to respond as soon as possible to telephone service <br />requests made by the client during secondary coverage hours. Service request will be <br />determined to be either Critical or Non-Critical, as defined below, and handled <br />accordingly. <br /> <br />4.3, Service Request Levels <br /> <br />4.3.1. Critical, Emergency Situation <br /> <br />A Critical, Emergency Situation is defined as one that causes a failure of the <br />software that has a severe adverse impact on the client's operations. If Group 1 is <br />contacted concerning a Critical, Emergency Situation, Group 1 shall diligently <br />attempt to respond to any such request within two (2) hours of receiving notification <br />of such error. Group 1 will begin work on such problem, and work shall continue <br />diagnosing and rectifying the problem until it is resolved. <br /> <br />4.3.2, Non-Critical, Non-Emergency Situation <br /> <br />A Non-Critical, Non-Emergency Situation is defined as one that has been caused by <br />a failure of the software to conform to its specifications in any material respect but <br />does not have a severe adverse impact on customer operations. If Group 1 is <br />contacted during normal business day hours concerning a Non-Critical, Non <br />Emergency Situation, Group 1 shall diligently attempt to respond during the next <br />business day. Work shall continue diagnosing and rectifying the problem during <br />normal business hours until it is resolved. Advice and consultation regarding REMOTE <br />ACCESS ,. software requested by the client aside from the application failure are <br />included in this category. The client shall request service for Non-Critical, Non- <br />Emergency Situations during normal business hours. At the client's option, service <br />requests may be submitted via fax or e-mail 24x7 that do not require immediate <br />voice response. <br /> <br />~ GROUP 1 SOLUTIONS, INC. @ <br /> <br />PAGE 13 OF 25 <br />