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<br /># <br /> <br />V"lley O"k <br />i ~ ~ ! l .... S <br /> <br />Valley Oak Service Level Agreement <br />Exhibit B <br /> <br />VOS Service Level Agreement <br /> <br />The vas Service Level Agreement ("SLA") describes the type of services included under the standard support and <br />maintenance agreement, and the service level expectations for the customer (the "Customer") who has purchased <br />Software (the "Software") from VQS. In addition, it covers billable services that fall outside the standard Software <br />Support and Maintenance Agreement. <br /> <br />The vas Software Support and Maintenance Agreement pertain to issues with the vas Software, and not with any <br />infrastructure or database issues. If the Customer provides access, vas will provide remote diagnostic analysis of <br />the Software problem and problem correction. <br /> <br />vas exercises commercially reasonable efforts to address any error in the Software. VOS will use its best efforts to <br />provide one (or a combination) of the following three solutions: <br /> <br />.:. Provide a software fix in the current release of the Software <br />.:. Provide a workaround until a software fix is available <br />.:. Provide a software fix in the next release of the Software <br /> <br />Important Note: The Customer shall appoint up to three individuals to act as liaisons between the Customer <br />and VOS. Those individuals must be knowledgeable in the operation of the Software in order to serve as <br />primary contacts between the Customer and VOS regarding the report of support issues. All of the <br />Customer's support inquiries shall be initiated through these contacts. The Customer may change either the <br />main contacts or their alternates at any time upon notification in an e-mail tovossUDDort(Q)vallevoak.com. or <br />in writing to: <br /> <br />Customer Support Manager, <br />Valley Oak Systems, Inc. <br />Bishop Ranch 8 <br />5000 Executive Parkway, <br />Suite 340 <br />San Ramon, CA 94583, <br /> <br />1. User Problems <br /> <br />A. HOURS OF OPERATION <br /> <br />.:. Support during business hours is Monday - Friday 5:00 a.m. - 6:00 p.m. PST. <br />.:. Support during non business hours and holidays can be pre-arranged on a time and expenses basis. <br /> <br />B. PROBLEM REPORTING METHODS <br /> <br />.:. During business hours, the Customer has the option of reporting problems via phone or e-mail. A <br />voice-mail will be recorded if all VOS support staff are busy. <br />.:. During non-business hours, users have the option of reporting problems via phone (voice-mail) or e- <br />mail. <br /> <br />C. TYPES OF PROBLEMS HANDLED <br /> <br />Customer Support is a triage center for all problems and/or requests regarding the Software after <br />implementation. These include: <br /> <br />.:. Bugs with the Software <br />.:. VOS Software Upgrades - Customers can request to upgrade to any standard VOS release during <br />business hours. See section 3 below for more details. <br />.:. Enhancement Requests - Request enhancements to the Software. <br />.:. Optional Module Purchases - Request to purchase optional modules. <br />.:. Data Conversions - Request for add on data conversions. <br /> <br />VOS Service Level Agreement <br /> <br />Exhibit B, 1 of 5 <br />Page I <br />