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<br />, .' <br />RPR-12-2001 16:52 <br /> <br />DRTR GENERRL <br /> <br />becomes part of a supported System must be <br />covered onder the relevant Schedule unless <br />coverage is excluded under the Pre-Contrac! <br />Inspection or Exclusions scctions of this <br />Agreement. Charges shall begin upon installa- <br />tion, subject to any credit granted for conversion <br />of an applicable DG warranty. The charge shall <br />be the rate in effect at the time of installation. <br /> <br />B. DG may amend or delete any mode of <br />Hardware Support Service effective not less than <br />sixty (60) days after notice of the change is given <br />to Customer. In that event, Customer shall have <br />the right to terminate Hardware Support Service <br />for all affected installacions without penalty, and <br />receive a pro-rata refund of any amounts pre-paid <br />for terminated services. <br /> <br />C. Except for MVS Equipment, Customer may <br />cancel coverage of any item of Supported <br />Equipment effective sixty (60) days after notice of <br />the cancellation is given to DG, if the remainder <br />of the covered equipment constitutes or includes a <br />.System" as defined in the preamble of this <br />Agreement. Customer agrees to separate such <br />items from the System not later than the date <br />coverage ends. In the case of MVS Equipment, <br />the effective date Of cancellation must be on an <br />anniversary of the schedule that added the device, <br />and the notice must precede such anniversary by <br />at least sixty days. <br /> <br />D. DG may cancel coverage of any item of <br />Supported Equipment that DG has designated as <br />obsolete, effective not less than one hundred <br />eighty (180) days after notice of the cancellation <br />is given to Customer. <br /> <br />E. DO may cancel coverage of any MVS <br />Product effective "pan notice of cancellation, if <br />any diagnostic program, test equipment, $pecial <br />tool, documentation or other maintenance aid <br />needed by DG to maintain the device ceases to be <br />available to DO upon commercially reasonable <br />terms, or if the device ceases to conform to ils <br />former specificalions because of changes by its <br />vendor to internal software Or microcode or for <br />any other reason. <br /> <br />F. If DG reasonably determines Ihat a <br />device can no longer be economically mainlained <br />doc to deterioration or wc:ar~ DG may cancel <br />coverage of the device effective not less than <br />ninely (90) days after notice of the cancellation is <br />given to Customer, unless the device is <br />refurbished to its manufacturer's specifications at <br />Costomer's expense before the cancellation date <br />stated in the notice. If the device is refurbished <br /> <br />Master Support Agreemem <br /> <br />r <br /> <br />508 229 4836 P.04 <br /> <br />by other than DG, the Pre-Contract Inspection <br />section of this Agreement shall apply. <br /> <br />G. DG may cancel support for any item of <br />Supported Software effective nOI less than one <br />hundred eighty (180) days after notice of the <br />cancellation is given to Customer. In that event, <br />Customer may terminate support of all Supported <br />Software at the affected Installation Locations by <br />written notice given to DG within thiny (30) days <br />mer receipt of DG's notice of discontinuance. <br /> <br />H. Customer may cancel support for any <br />item of Supported Software effective not less than <br />one hundred eighty (180) days aftcr notice of the <br />cancellation is given to DG, <br /> <br />11. EXCLUSIONS <br />A. Support of Supported Equipment does <br />not inClude any repair or adjustment required as a <br />result of: (i) repair, adjustment or modification <br />made or attempted by Customer or any third party, <br />unless authorized by DG or performed by the <br />manufacturer of the device; (il) accessories, <br />alterations, or attachments not maintained by DG; <br />(Hi) unsuitable environment, including failure of <br />air-conditioning, electrical power, or humidity <br />control; (iv) misuse Or accident not caused by DG, <br />inCluding unusual pbysical or electrical stress; <br />(v) improper programming or improper <br />installation by Customer or Customer's end nser; <br />(vi) relocation of devices not performed or <br />supervised by DG; or (vii) other causes beyond <br />DG's control, including but not limited to Acts of <br />God, fire, flood, strikes, riots, war, or nuclear <br />disaster or like causes. <br /> <br />B, Support of Supported Software does not <br />include (1) service reqnired as a result of failure <br />of software not included on the Schedule; <br />(ll) backup and restore operations performed at <br />Customer's request; (Jii) service provided when <br />the reported problem is cansed by hardware, <br />firmware or media not supplied or maintained by <br />DG, by operator error, by Customer's negligence <br />or improper use of the Supported Equipment, or <br />by Customer's failure to perform its responsibil- <br />ities under the Customer Respo"J'ihilities section <br />of this Agreement. <br /> <br />C. Support provided by DO resulting from <br />causes stated in Paragraphs A snd B of l.bis <br />section will be billed at DO's time and materials <br />rates in effeCI when the sen-ice is perfanDed. <br /> <br />D. Support Services do not include <br />electrical work external to the Supported <br />Equipment, nctwork fsull diagnosis (unless <br /> <br />Rev. 06100 <br />