INTERGRAPH, INC. 5 -2007 - Laserfiche WebLink

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6.1 Hardware Service "F.gvipment" Includes any and aIl individual items of hardware assembled as a system and itemized on the Quote. 6,i.1 Basic Maintenraroe Chwiye (BMCJ BMC provides full hardware system support following the warranty period. Standard service does not include Operating system support or a repair time guarantee Intergraph wiIl make best efforts to have a repair teehnitlan at the customer's site within hvo (2) business days of determinin-g that a site visit is required to make a repair. Planned rriaiutenance wiA be perforzned at a tune mutually acceptable to the Customer and Intergraph. Telephone support wiII be provided to the Customer during the principal period of maintenance (ppk14) which is defined as 8:t)D a.m. to 5:00 p.m. Central Time. Monday through Frday, ershxdirig Intetgraph- observed holidays, unless otherwise agreed to by both parties. On-site hazdware service guarantees a reasonable effoR to respond within the hardware response time noted above, barring tlrcumslances that are beyond the control of Intergraph. Mattrtenance of Covered Products hardwaze will include replacement of parts deemed necessary by Intergraph. . All parts wilt be furnished on an exrliarrge basis, and items replaced wID become the property of Intergraph. Replacement parts mgy ire either new or reconditioned. Intergraph reserves the right to ship customer-installable replarPrnPrt parts and in subsdtute like parts. Certain parts that aze subject in normal in-nse weaz and/or breakage am not covered under this maintenance agneeurent, urdess maintenance for the park when available, is included as a separate Itne Stem on the Quote. ~arnples Include, but aze not ltrnlted to, the Scanner Glass Platen and Glass Platen Photo Carrier, stereo giass~, Mylar digrtizer covers and furniture items such as the ImageStation cfrair. Neither the Customer, nor any third party Person or enterprise. shall perform, or attempt to perfomr, maintenance or repairs to the Fgrripment during the Coverage Period without the express written penrilasion of Intergraph or unkess requested by Intergraph. All Equipment must be in operating condition or resfnred to operating condition to be eligible under the terms of this Agreement. Intergraph reserves the right to exclude Equipment Sam this Agreement which has been misused or subjected to undue physical or electrical stress. Equipment that has not been covered under an Intergraph BMC or Intergraph warranty will require inspection and rrfitrbishment at the Customers expense prior to being eligible for addition to an Intergraph maintenance contract. Software on the Equipment (including the operating system) must not be upgraded or changed without speaflc instructions Sam Intergraph. Support required by Intergraph to restore an item to working order, when the nialhincion is due to a non-approved software upgrade or change, is not covered by the BMC. 6.1.2 Ar-re_cs To Equipment Intergraph shall have full and free access to the Equipment for both planned and remedial ruatntr-narue services subject to the Customers security requirements. Intergraph shall have access to and the use of any machines, attacirmc-nts,.featlrres, or other Equipment necessary to proWde the maintenance setvtces, v~ithout charge to Intergraph. Should Customer faIl to grant Intergraph employees and/or agents access to the ]3quipment in accordance with this Section, the planned maintenance service wID be deemed m have orxrsred. Any additions] on- call maintenance expenses incurred will be rt,a °ed (portal-to-porhalJ to the GYrstomer at the then_ prevat[tug Intergraph hardware per-call rates. wl»ch are available upon request 62 SoRware Service 6.2.1 Premium Serrice Software support wffi be provided to the Customer during the hours of 7:00 am. to 6:00 p.m. Central Time. Monday through Friday. excluding Intergmph- observed holidays. Prendurn Service will include and be limited to the following for Security, Government & Infrastructure software products Hsted on the Quote as having Prendum levet support under the Agreement (a) Out-of-the-box functicmality support via the Iie1p Desk (telephone or emaill. (b) Access to all published software Upgrades. updates, 13xes and enhancements, (c) 1Weniy-four-hour-Per-daY/seven-day-Per-week access to pmble[a knowledge Base, an online self- help tod. (d) Complete problem diagnostic support 'this often extends [o data related problems that have nothing to do with Intergraph software issues. It should be rested that when Intergraph scrims a Page J of7