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Contact 2: <br />Name: Corporal Robert Faster-Technology & Support Bureau <br />Telephone #: 714-245-8560 <br />E-mail Address: rfaster@ci.santa-ana.ca.us <br />C. During the term of this Agreement, the End User may delete and add <br />Designated Contacts by sending notification in writing on End User's letter <br />head and addressed to CommSys's Manager of End User Support. We <br />rely on such notice to make the change. <br />2. Support <br />CommSys has established and maintains an organization and process to provide <br />support for the Software to End User. Support shall include (i) diagnosis of <br />problems or performance deficiencies of the Software and (ii) a resolution of the <br />problem or performance deficiencies of the Software. CommSys will offer two <br />different priced, telephone/remote access support-level packages. <br />A. Business Day Support -This is defined as 8:00 AM through 7:00 PM <br />eastern time through customersugport@commsys.com or the 800 number <br />support line, excluding federal holidays and weekends. <br />B. 24 X 7 Support -This is defined as 24 hours a day, seven days a week <br />through customersupportCc~commsys.com or the 800 number support line <br />during regular business hours and the 800 number support line for after <br />business hours support. <br />CommSys will use commercially reasonable efforts to cure, as described below, <br />reported and reproducible errors in the Software. CommSys utilizes the following <br />four (4) severity levels to categorize reported problems: <br />A. SEVERITY 1 -CRITICAL OPERATIONAL IMPACT <br />The impact of the reported deficiency is such that the End User is unable to <br />either use the Software or reasonably continue work using the Software. <br />CommSys will commence work on resolving the deficiency within one (1) hour <br />of notification and will engage staff until an acceptable resolution is achieved. <br />B. SEVERITY 2 -SIGNIFICANT OPERATIONAL IMPACT <br />Important features of the Software are not working properly and there are no <br />acceptable, alternative solutions. While other areas of the Software are not <br />impacted, the reported deficiency has created a significant, negative impact <br />on the End User's productivity or service level. CommSys will commence <br />work on resolving the deficiency within two (2) hours of notification and will <br />engage staff during business hours until an acceptable resolution is achieved. <br />©Copyright 2006 CommSys Incorporated Page 2 <br />Proprietary & Confidential Information <br />