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ATTACHMENT D <br /> SOFTWARE, PRODUCTS—MAINTENANCE AND SUPPORT <br /> 1. Software Products—Maintenance and Support <br /> a. Contractor shall provide the County with Annual Maintenance and Support for the PMNS as <br /> follows: <br /> Support Area Process Level of Support <br /> e. . 5x8,24x7 <br /> System Platform(breakout if applicable ALL 24X7X365 <br /> b. Contractor's Software Annual Maintenance and Support,as well as warranty provisions shall <br /> be as follows: <br /> Solution is fully hosted, all maintenance and management of the solution Is conducted by <br /> Contractor. From a technical support perspective, Contractor shall provide support services <br /> 24x7x365 via telephone,ernail, and via our self-service Support:Center online. <br /> Additionally, Contractor can provide premium support and Professional Services, if needed, <br /> for additional fees. County shall contact your assigned Contractor Account Representative for <br /> more information. Request for a quote shall be required by the end user and a formal <br /> amendment to this contract shall be issued. <br /> c. Software Annual Maintenance and Support shall be provided as follows: <br /> Due to the hosted nature.of the system,all maintenance and upgrades are performed internally <br /> by authorized Contractor personnel and at no charge to County. However,from time to time, <br /> Contractor introduces premium features to which clients have the option to subscribe to gain <br /> access. <br /> d, Contractor shall provide support for the following: <br /> i. Maintenance and support shall be available post-implementation as follows: <br /> The Contractor project team will be available to support the go-five remotely and will work <br /> with the County of Orange team during the project to share Marketing best practices for <br /> promoting adoption of the application. <br /> Sustaining Customer Support <br /> County is assigned a vertically focused, dedicated Account Manager, who is responsible for <br /> conducting an account review and introducing new system capabilities and best practices on an <br /> ongoing basis as appropriate, The Account Manager can be utilized as a support resource. <br /> Count o Oman e f <br /> Y .f 8 lYlf[-DGO•-25U10178 F11e Na.2429,102 <br /> Sherfff-Coroner/Purchasing Svidees B11)vau Public MmNo0catlon System page 37 of 57 <br /> I <br /> I <br /> I <br />