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data related problem, it will provide the <br />instructions for solving the problem m the <br />customer but not the actual solution. For <br />example, if a customer has difficulty in performing <br />a bundle adjustment due to a data pmblem, <br />Intergraph wID 1nstntet the customer on the <br />proper steps to solve the problem, but will not in <br />general provide the results ofthe adjushnent. <br />Support services are limited to the speck Security, <br />Govemment & Infrashucture products listed on the <br />Quote and functioning on the appropriate Tntergtaph- <br />supported operatng system. <br />Intergjaph wi71 provide Upgrades, when made avallable <br />by lntergmph, for which Ptemium Service has been <br />purchased. <br />Premium Service may not be available for aIl <br />safiwareirroducts. Premium SeNrce is only available <br />for the cua'ent version and the one version prior to the <br />c2utrent versiorr of a particular Security, llovearrment & <br />Infrastructure software product <br />6.2.2 Advautage Service - .... <br />Sbftu~•are support will be provided m the Custarner <br />d"n'ng the hours of 7:00 a.m. to 6:OD p.m Cerrhal <br />Tune. Morrday through I'7iday, exclud(rrg Intergraph- <br />Ol>served holidays, ~ _ <br />Advantage Service wffi include and be llmiteti to the <br />followirrg for Secwity, Government & big-ashrrcture <br />software products listed on the Quote as having <br />Advantage level support urrder theAgreementr <br />(a) Outof-the-box fvnetionalfty support v1a the Ffelp <br />Desk (telephone or emai3). <br />(b) Twenty-four-hour-Per_daY/seven-daY-per~,eek <br />access to problem Knowledge Base, an on-line self- <br />help toot. <br />Support services aze limiter] to the spectiic Security, <br />Governnierrt & krhastrucfure products listed on the <br />Quote and funcioning on the aPProPdate Intergmph- <br />supporFed operating system. <br />Advantage Service does act provide the Customer <br />with Upgrades or sew releases to say software. <br />Advantage Service may not be available for all <br />software products. - <br />6.2.3 Support ofTliirri Party Sojiwme <br />Support and upgrades of Third Party Products <br />software shall be provided in the fashion and to the <br />extent that Intergraph is authorized to provide such by <br />the thfxd party nranvfachuer of the software. It fs <br />expected. however, that at a mirrimr.¢n, Intergraph <br />shall provide support via the Help Desk (telephone or <br />emafp for all Third Party products software fisted on <br />the Quote. Additional levels of support, if required, <br />may 6e provided by Intergraph or the third party. as <br />applicable. <br />6.3 Per-Call Service <br />Any service call required as a result of Excluded <br />Services (Section 7.0) is considered Per-Call Service. <br />Intergraph wlll provide a gable to the customer upon <br />request for per-Call Service. <br />Plartned maintenance vvm be performed at a time <br />mutually acceptable to the Customer and hrtu-graph. <br />Atl parts will be famished on an exchange basis, and <br />items replaced will become the property of Intergaph. <br />7.0 F.%CLIIpED SERVICES <br />Services and parts provided b3' Intergraph that are <br />outside the scope of and/or specifically excluded from <br />the Agreement will be fm~olced at then prevatliliog per- <br />call rates (portal to porFap. <br />7.1 Esoluded hardware Services <br />Intergraph is not responsible for: <br />(a) Maintenance of Equipment that is operated at <br />a site where conditions aze outside the <br />Equipment specifications. <br />(b) Movement ar rearrangement of Equipment <br />after initial installation. <br />(~) Any parts, components. or subassemblies <br />installed in or added to Equipment ater the <br />Agreement start date without the express <br />written approval of Intergraph. <br />(d) Maintenance calls that are necessary due to <br />failure of Equipment not covered in this <br />Agreement. <br />(r;) 1.7nnishing operating supplies or accessories; <br />painting or refinishing the Equipment or <br />famishing materials for this purpese, <br />electrical work exterrral to the Equ[pmen[: or <br />maintenance of other devices or software not <br />specified on this Agreement. <br />(f) Maintenance service (planned or remedial) if: <br />(1) The service is required due to accident, <br />neglect, misuse, negligence, e]ectr-icai stress, <br />air conditioning, humidity control, <br />transportation, non-Intergraph-supplied <br />communication media Equipment and/or <br />software malfunctions, or causes other than <br />ordinary intended normal use as defined by <br />the manufacturer; or [l) Equipment has been <br />maintained or repaired, or if attempts have <br />been so made by other tiran Intergraph <br />personnel or its agents without prior <br />Poge4 of7 <br />