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<br />. <br /> <br />. <br /> <br />9.2 IntegraTRAK will provide Customer a cost estimate for services required to bring <br />Customer's system up to date. Such services may include, without limitation: (a) installation of <br />the most current Software release, including Updates, Program Error corrections, and <br />Enhancemems; (b) installation of current location name tile and rate tables; (c) modifications to <br />the call processing module; (d) installation of additional equipment; and (e) training on <br />revisions and Updates. <br /> <br />9.3 IntegraTRAK will perform the services set forth in Section 9.2 as necessary to correct <br />for the lapse in maintenance services. fntegraTRAK will invoice Customer for such services, <br />equipment. and training at the then-current costs and billing rates; and payment therefor wi]] be <br />due in accordance with Section 5.0 above. <br /> <br />9.4 Customer will be required to pay in advance the next year's maintenance fees. <br /> <br />10.0 Services Not Covered. Services excluded from the scope of this Agreemem include, without <br />limitation, services required as a result of any of the following actions of Customer: <br /> <br />. Failure to archive before exceeding disk space <br />. Failure to back up current data before attempting to restore archived data <br />. Improper exit from IntegraTRAK Software operations, such as by rebooting <br />. Entry of inaccurate information <br />. Naming of a file to begin with a numeral <br />. Unauthorized deletion Or modification of any IntegraTRAK Software file <br />. Unauthorized deletion or modification of any of the following tiles atier installation <br />of IntegraTRAK Software: AUTOEXEC.BA T; CONFIG.sYS; WIN.INI; <br />SYSTEM.lNI <br />. Running of disk utilities without following procedures outlined and documented by <br />an IntegraTRAK technician <br />. Inaccurate or missing information in the raw data from the PBX <br />. Changes to switch format after initial installation <br />. Installation of additional software on the PC running IntegraTRAK Software without <br />prior discussion with, and delivery of written documentation to, an IntegraTRAK <br />technician <br />. Re-installation of IntegraTRAK Software on a new or different computer without <br />prior discussion with, and delivery of written documentation to, an IntegraTRAK <br />technician <br /> <br />IntegraTRAK will bill Customer at its then-current technician service rates, including without <br />limitation travel expenses, for correction of any Software or system problems resulting from the <br />foregoing causes. <br /> <br />11.0 Additional Services. lntegraTRAK will make available to Customer through separate <br />agreement additional services not covered under this Agreement, including without limitation hardware <br />or network consulting. Services provided under a Time and Materials Billing Agreement are subject to <br />certain terms and conditions. Contact IntegraTRAK for information regarding billing rates and service <br />priorities. <br /> <br />12.0 Miscellaneous. Customer may direct any questions, comments, or suggestions to its local <br />IntegraTRAK representative, or may write or call lntegraTRAK customer service at IntegraTRAK's <br />main offices: <br /> <br />Software Maintenance Agreement <br />WinTRAK~' Version <br /> <br />- Page 3 of 4 - <br /> <br />Document Version No. 11.97 <br /> <br />--- <br /> <br />