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2008 Systems & Software Support Program Guidelines <br />Systems " <br />& Software <br />Volume and complexity of implemented business concepts <br />Number of users and operators (including ad-hoc query, IVR & IWR) <br />Number of total access points <br />Number and complexity of interfaces <br />Further Detail of Services Provided <br />The Systems & Software Support Program provides coverage for and is inclusive of the items listed below: <br />Authorization to receive support services forlicensed products from Systems & Software for the calendar year, <br />January through December 2008. <br />2. Access to new releases of the licensed enQuestaT"" business application, when such application software <br />becomes generally available and a separate upgrade engagement has been established between S&S and the <br />customer. This support criteria applies to the originally licensed application software itself; newly developed <br />modules or applications, and the range of systems support services associated with deploying production <br />enQuestaT"" software, are handled under a separate contract or amendment. Additional services may include <br />migrating from one version of enQuestaT"" to another, performing assurance testing, performing interface <br />testing, training customers on new versions of the application software, or purchasing additional hardware or <br />third-party software products. <br />3. Fixes, error corrections, or corrective procedures for the supported versions of enQuestaT"" (the current version <br />and the most recent release just prior to the current version of the application). Depending on the nature and <br />cause of these errors, certain additional charges may apply for these services. <br />4. The cost ofinedia, postage, mailing, telephone, modem, and Internet supportto distribute or support existing or <br />new releases. S&S asks that media used to distribute updates, corrections, or new releases are returned to <br />S&S upon loading said object code. <br />5. New documentation or Meta data (Knowledgei3ase/ Catalog/ enQuesta Query Layer (eQL)/ data dictionary <br />detail), as made available by module. S&S understands that due to the customized nature of the various <br />applications for customers and the speed with which refresh updates or new releases are developed and/ or <br />deployed, customers may not always have documentation that exactly applies to the version they are running. <br />Customer practices show, and S&S's expectation is, that customers rely onthe on-line help text and guidelines, <br />and/ or call the Customer Support Desk for clarification and verification. Module documentation and Meta data <br />information is now deployed only via S&S's customer website, at www.systemsandsoftware.net!customer. <br />6. CIS-based customer letter generation reflects the need to support the integration of enQuestaT"' applications, <br />such as Work Orders, Customer Service Orders, Customer Letter Correspondence, or Cross Connections, to <br />an associated tool. S&S will assist customers with selected letter or Work Order/ Customer Service Order <br />document maintenance. Creation and maintenance of these documents is the responsibility of the customer. <br />Support related to items that are normally charged but are minor in nature may be waived solely at the <br />discretion of S&S. These might include restoring processes and/ or data that were corrupted due to operator <br />error, minor changes to a bill print format, etc. These will be judged based upon the magnitude of the work to <br />be performed and the frequency of occurrence. <br />401 Water Tower Circle <br />Colchester, VT 05446 <br />Systems tki+w~ sy~c~r°>>3n ~_ '[~, u~, ,_ <br />& Software p: got-65s-44uo <br />f: 802-655-4401 <br />CONFIDENTIAL w~~=~ w 2/14/2008 <br />