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<br />ldentix Premier Maintenance Scope of Work <br /> <br />L~!!l)JlO IJ <br />. Url1irnitcd telephone technic<11 support for h;:,rdwMe and software from the Identix TouchCaren, Support <br />Center (24 hours/? days per week) via our toll free number. <br />. TOllchCareT.\-{ SUPpOlt Center l\..1arwged problem escalation, as required, to ldcntix technic?l Support sta.ff to <br />resolve unique problems. This does not include support for Customer provided communications <br />networks. Any network service wiH be billed at published Time ,~I[d rdater-ial rates. <br />. Free software stand;:trd version upgrcHlcs. Idrntix will perform the upf.'yadcs and will schedule mutually agreed <br />times during normal working hours to provide this service. Standard version software is software that ldentix <br />releases to their contract customer ha:;e at no charge to correct the ori.l!,inal release and its' supported features. <br />. Telephone response to service calls will be made within one (1) hour from the time the service call was placed <br />~nd Help Desk Support will attempt issue resolution prior to Customer Support Engineer dispatch. <br />On site maintenunce coverage seven diiyS, 2t1 hours (including Holidays) On site response by an ldentix <br />Customer Support Engineer will occur within four (4) hours of Customer Support Engineer dispatch in a 100 <br />mile radius of an 3tlthorized Jdcmix service location. (8 hours for remote customers), all On a "best efforts,". <br />basis. <br />-Bl~st ElTon" basis provides reasonable response subject to delays, such as extreme traffic conditions, acts of God. <br />weather, air travel postponements and other delays that may occur that are out of the control of the responding agent. <br /> <br />2._f[lx!'~ Identi" will furnish all parts, boards, and components necessary for the service and <br />maintenance of equipment covered by this agreement. Defective parts replaced by Identi" during the <br />performance of maintenance shall become the property of Identix. Consumable parts (e.g. platens, <br />toner cartridges, charge rollers, etc.) will be replaced at the customer expense and are not <br />included in this agreement. <br /> <br />3, Access to E9.!!lr!ment. [dentix Customer Support Engineer will be provided with full and free access <br />to the equipment and a safe environment in which to work. <br /> <br />4. Maintenan~.e Service. <br />Maintenance services covered by this agreement do not include maintenance, repair. or replacement of <br />defective parts resulting from environmental conditions, acts of God, accident, neglect, operator or other <br />misuse. or negligence. Upon request, !dcntix may agree to perform such excluded services in accordance <br />\vith its current rates for time. travel. mileage, expenses and replacement materials. Other services outside <br />the SCQQC of work as defined above reQuire a purchase order before commencin'2 work per Identix <br />Maintenance A2:reement Terms and Conditions Section 1I (8). <br /> <br />5. Printer Coverae:e. Identix will ensure the proper performance and operation of system printers <br />covered by an ongoing, contiguous Maintenance Agreement. System printers not on a current maintenance <br />contract (expired over 30 days) may be denied coverage due to lack of repair parts or end~of-life <br />determination by the manufacturer. <br /> <br />6. Defaults and Limitation of Liability. Either party shaH be in default under this agreement if it <br />fails to perform any of its obligations hereunder, and such failure remains uncured for a period of 30 days <br />l1.ttcr written notice from the othe& party. The entire Identix liability for damages concerning performance or <br />nonperformance by ldentix of the Agreement regardless of whether the claim for such damages is based in <br />contract or in tort, shall not exceed the value of the agreement. <br /> <br />CSf-'I~lnlcr vcr. 2...\. Jun.: 7. 21J00 <br /> <br />lofl <br />