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Docusign Envelope 1D:AEFAFBCD-492F-42E4-911 E-F91 FC8B3A7BC <br /> 2. Invoices <br /> Versaterm shall send invoices to Customer at the following: SAPDFiscal_AP@santa-ana.org <br /> Should invoice email address change, Customer shall promptly notify Versaterm. <br /> 3. Maintenance and Support <br /> Subject to payment of the annual Maintenance and Support Fee,Versaterm will provide technical support <br /> to Customer as follows: <br /> Customer may contact Versaterm CI-Tech product group at its 24-hour 1-800 number, or if it is low <br /> priority issue, by e-mail. Versaterm will typically be available after working hours if a high priority <br /> problem is pending. Between the hours of 8:30 a.m. and 5:30 p.m. EST, a person is most likely to <br /> answer. <br /> Two hours is the typical response time for medium and high priority calls. Versaterm will typically <br /> respond to calls or a-mails related to training or usage issues within 24 hours. <br /> The following escalation procedures will be employed to ensure an appropriate response to any <br /> interruption of service in order to minimize downtime. Problems are addressed quickly during the <br /> hours of 8:00am and 6:00pm EST Monday through Friday excluding statutory holidays and weekends. <br /> 3.1. Problem reporting and resolution procedures: <br /> When a problem is encountered during regular business hours, Customer must follow <br /> following the steps: <br /> 1. Customer users should first contact its IAPro designated coordinator. This is the <br /> individual most familiar with either IAPro or IT areas. The IAPro designated <br /> coordinator will attempt to correct the problems. The IAPro designated coordinator <br /> will verify network connects, resolve printer problems, and any desktop issues <br /> associated with using IAPro. <br /> 2. Customer users may also call Versaterm CI-Tech product group directly, however, it's <br /> recommended the IAPro designated coordinator is included in problem resolution. <br /> 3. If the problem requires assistance from Versaterm,the IAPro designated coordinator <br /> may contact Versaterm through e-mail or phone.Versaterm resources will work with <br /> the Customer to diagnose the problem. After investigating the issue,Versaterm and <br /> the Customer will jointly categorize the problem into: <br /> Server Hardware Problem Customer IT <br /> August 2024—190824 <br /> Page 2 of 5 <br />