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<br />. <br /> <br />Valley Oak <br />s.). !.'" S <br /> <br />o Corrections to Customer's data, including, but not limited to, data modification for purposes of <br />exporting/importing lo/from the vas database. <br />o Any hardware or software problems beyond the control of VQS, including, but not limited to, the <br />following: <br />o Bugs in a Customer's computer software and hardware that result in interface operational <br />failure. <br />o Network changes and network performance problems. <br /> <br />.:. Other <br /> <br />5. Causes Not Attributable to VOS <br /> <br />The Maintenance Fee does not include services requested as a result of, or with respect to, causes or errors, which <br />are not attributable to vas or cannot be reproduced by vas on unmodified Software. In the event that the <br />Customer requests vas to provide, and vas does so provide, any services in connection with causes or errors <br />which are not attributable to VOS, the Customer shall pay VOS for such additional services on a time and materials <br />basis at VOS' then current service tates. Causes or errors, which are not attributable to vas include, but are not <br />limited to, the following: <br /> <br />1. Accident; unusual physical, electrical or electromagnetic stress; neglect; misuse; failure or fluctuation of electric <br />power, air conditioning or humidity control; excessive heating; fire and smoke damage; or causes other than <br />ordinary use. <br /> <br />2. Use of the Software on equipment or rotation media other than the equipment for which such software was <br />designed and licensed for use on. <br /> <br />3. Interconnection, interfacing or operation of the Software with other software products not supplied by vas. <br />4. Operation of the Software with other media, hardware, software or telecommunication interfaces not meeting or <br />not maintained in accordance with the manufacturer's or environmental or vas' specifications. <br /> <br />5. Improper installation by the Customer or use of the Software that deviates from any operating procedures <br />established by vas in the applicable Documentation or in environmental or manufacturer specifications. <br /> <br />6. Modification, customization, alteration or addition or attempted modification, customization, alteration or <br />addition of the Software undertaken by the Customer or its agents, assigns, contractors, employees or other's <br />under the Customer's controL <br /> <br />7. Software programs made by the Customer or other parties unJess specifically covered in a Statement of Work <br />between the Customer and vas. <br /> <br />8. Customer's failure to implement current versions of the Software that are issued under this Service Level <br />Agreement. <br />9. Introduction of data into any database used by the Software by any means other than the use of the Software. <br />10. Failure by the Customer to respond to any action plans provided by vas pursuant to a support call by the <br />Customer. <br /> <br />6. Contactiug VOS Customer Support <br /> <br />Support is initiated through a Customer contact via telephone or e~mail. The following information can be used to <br />initiate the support process: <br /> <br />Support Number <br />E-Mail Address <br /> <br />(925) 242-4672 <br />vossupport@valleyoak.com <br /> <br />A support ticket will be issued via e-mail and/or phone along with a priority per the response times provided in this <br />SLA. During this initial contact, the vas Customer Support Representative may verify and/or request the following <br />information from the Customer. Failure to provide this information may hinder the ability to resolve the issue in a <br />timely fashion. <br /> <br />vas Service Level Agreement <br /> <br />Exhibit B, 4 of 5 <br />Page 4 <br />