VALLEY OAK SYSTEMS (AON) - 2007 - Laserfiche WebLink

Home Browse Search

ft Valley Oak $' $: flo< l 3. vas Software Upgrades The Software Support and Maintenance Agreement entitles Customers to request vas support to perform upgrade of any standard vas release during business hours. This includes: .:. Scheduling upgrade with point person at the Customer site. .:. Applying upgrade scripts to the Customer test and production environments. .:. Installation of new Software and ensuring the vas user id can start the apphcation. Additional services can be requested on a time and expenses basis from VQS. These include: .:. Performing upgrade prerequisite tasks such as backups. .:. Performing acceptance testing of the upgrade. .:. Changing custom software or software not covered under the standard support and maintenance agreement, if required, as a result of the upgrade. .:. Providing Security adjustments as a result of new functionality in the upgrade. .:. Hooking in new reports via Reporter. 4. Billable Services Billable requests are handled either under a Support Extra Agreement or via a statement of work. [fthe work is being done outside a Support Extra Agreement, then a signed statement of work is required for work to proceed. Billable work includes, but is not limited to, the following: .:. Support and maintenance of custom modules that are not covered under the Software Support and Maintenance Agreement. .:. Implementation for any optional software modules. .:. Add on data conversions. .:. Supplemental training. .:. Support during non business hours. .:. vas upgrades during non business hours. .:. Custom reports - Defining, creating, and testing. .:. vas database changes, such as org changes, combining insureds, reference table changes. .:. Security configuration consulting or setup. .:. Performance troubleshooting. .:. Database administration services. .:. Backup and recovery consulting. .:. Server set up, upgrades or update services. .:. Database setup, upgrades or update services. .:. Citrix and Application Server consulting. .:. Business Analysis. .:. Custom Enhancements; for example: )0- New functionality in vpcheck. >- Changes to vpcheck for new Customer set up. };.- Changes to vpcheck for sort sequence. };.- Custom stored procedures (e.g. p_examiner). >- Enhancements. .:. Enhancement to standard vas Software in existing releases. .:. For interfaces: o Installation and configuration of any interface Software on hardware external to the vas data center. o Training on interfaces. o Customer initiated changes to the interface specification. vas reserves the right to modify the interface specification for future enhancements. o Customer changes to systems external to vas that result in any failures or performance problems with the interface. vas Service Level Agreement Exhibit S, 3 of 5 Page 3