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25E - AUTOMATED BOOKING
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25E - AUTOMATED BOOKING
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Last modified
1/3/2012 4:33:05 PM
Creation date
2/27/2008 1:33:50 PM
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City Clerk
Doc Type
Agenda Packet
Item #
25E
Date
3/3/2008
Destruction Year
2013
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EXHIBIT 3 <br />To <br />Software Maintenance Agreement <br />Warranty & Maintenance Support -Guidelines & Options <br />This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated <br />March 3, 2008, between the Client and Abbey Group (herein referred to as the "Agreement"). Capitalized <br />terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In <br />the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, <br />the terms and conditions set forth in the Agreement shall prevail. <br />Methods for Contacting Support <br />Method Procedure <br />Tele hone 877 265-9140 352-401-0770 <br />Web Site www.abbeygroup.com <br />Fax 352-401-9318 <br />U.S. Mail 1515 Silver Springs Blvd., Suite 110, Ocala FL 34470 <br />Prioritizing TSRs <br />To ensure TSRs receive the appropriate response and attention required customers should assign each TSR a priority <br />code that is consistent with the definitions outlined below. All problems are addressed according to their priority <br />level. <br />Priority Category Definition Resolution Requirement <br />Level <br />Priority 1 Urgent The Entire System or a Major Component is DOWN. Continuous work until <br /> Customer cannot use system to continue operations. problem is resolved. After <br /> Impacts multiple users, halts or severely impacts critical 24 hours of remote <br /> operations, or database integrity is compromised. attempts, onsite assistance <br /> is required until TSR is <br /> NOTE: FOR PRIORITY 1 ISSUES, CUSTOMERS corrected. <br /> MUST CONTACT THE CSC IMMEDIATELY BY <br /> TELEPHONE. DO NOT DELAY RESOLUTION BY <br /> SUBMITTING A PRIORITY 1 TSR BY WEB, EMAIL, <br /> FAX, OR U. S. MAIL. <br />Priority 2 Standard A major component or function does not work properly. Continuous work until <br /> Impacts an individual or small group. Normal operations problem is resolved. After <br /> impaired, but can continue. 48 hours of remote <br /> attempts, onsite assistance <br /> is required until TSR is <br /> corrected. <br />Priority 3 Scheduled Failure of any application to function properly: Impacts an Continuous work until <br /> individual or small group. problem is resolved. After <br /> 7 days of remote attempts, <br /> a mutually agreeable <br /> correction plan must be <br /> developed. <br />Priority 4 Information Issue is informational or educational in nature. Abbey to provide <br /> Enhancement requests should be reported as Priority 4 proposal for when such <br /> TSRs. TSR will be addressed. <br /> Software corrections will <br /> be made in next release, <br /> while information <br /> requests will be fulfilled <br /> within one month. <br />Exhibit F March 9, 2006 Page 1 <br />Master Support Agreement <br />25E-11 <br />
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