HIGH LINE CORPORATION 2 -1998 - Laserfiche WebLink

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ANNUAL SERVICE AGREEI'!'T PAGE 2 • To provide program and report updates to THE CUSTOMER in a timely manner to allow the ability to record and maintain the information necessary for the production of reports required for Federal, State and Local Income Taxes. State Disability Insurance, Unemployment Insurance, 401K, California PERS, 457, Social Security Alternative (Section 3121), and any other mandated Federal and California State Reports. Response to problems within four hours of notification by the CUSTOMER to the SUPPORT LINE. Help Dcsk -HIGH LINE provides direct toll-free telephone access for problem resolution, defect reporting, docwnentation clarification and technical guidance Monday to Friday 8:OOam to 6:OOpm (castcrn time). On Canadian stalu(ory holidays, a reduced staff provides full support from 9:OOnm to S:OOpm (castcrn time). Duriug peak calling seasons (January & February), support is provided from B:OOam to B:OOpm (castcrn lime). Telephone support is further enhanced by electronic services that offer around the clock reporting. Using fax, voiccmail and electronic mail, customers may report issues any time of the day or night. Telephone: (800)268-3340 or (905) 9411-8777 Telef<tx: (905) 940-8770 E-Mail sppportnhiglilinccorp,com Support and maintenance directly from Oracle Corporation for the third parry Oracle products identified in Schedule I. HIGH LINE will or will ensure that Oracle Corporation provides CUSTOMER wiUt an Oracle customer support identification number granting access to Oracle customer support. CUSTOMER agrees to the standard terms and conditious of any Oracle support and maintenance agreement required b}' Oracle Corporation and realizes that these may be different than those of this agreement. Support from HIGH LINE on the Oracle Workgroup Server within the context of it being used as a component of THE SYSTEM. Support from HIGH LINE or JCS on the third party JCS Jab Scheduler product identified in Schedule 1.