TIBURON, INC. 3 - 2009 - Laserfiche WebLink

Home Browse Search

INSURANCE GN FILE: N-2009-146 WORK MAY r ZOCEED UNTIL INSUh~NCE EXPIRES -/ - ~~~ CLERK OF ~(UNCIL MASTER SUPPORT AGREEMENT _DATE: This'KA~'ster Support Agreement (this "Agreement") is entered into this 15 day of March 2009 (the "Effective (?' i ~ Date"), by and between the City of Santa Ana, a charter city and municipal corporation organized and existing ~ti'u ~~~~~ under the Constitution and laws of the State of California (the "Client") and Tiburon, Inc., a Virginia corporation with its principle place of business at 6200 Stoneridge Mall Road, Suite 400, Pleasanton, California, 94588 (hereinafter, "Tiburon") WHEREAS, the Client has determined that it desires to obtain from Tiburon certain support services relating to the Fire Department Response Management System; and WHEREAS, Tiburon is qualified to provide the support services specified in this Agreement and; subject to the terms and conditions set forth in this Agreement, Tiburon desires to provide such support services; NOW THEREFORE, in consideration of the mutual covenants contained herein, the Client and Tiburon hereby agree as follows: List of Exhibits Exhibit 1: Definitions Exhibit 2: Covered Applications Exhibit 3: Training Exhibit 4: Third-Party Support Contracts Exhibit 5: Site, System and Network Specifications Exhibit 6: Back Up Schedule and Procedures Exhibit 7: Warranty & Maintenance Support -Guidelines & Options 1. Definitions Capitalized terms used herein and in any exhibit hereto shall have the definitions set forth on Exhibit 1 attached hereto and incorporated herein by this reference, unless otherwise defined herein. 2. Support 2.1. Basic Support. Subject to the terms and conditions set forth in this Agreement, Tiburon shall provide the following support for the Covered Applications ("Basic Support"). (a) Application Errors. Tiburon will correct Errors in any of the Covered Applications discovered by the Client in accordance with Tiburon's Warranty & Maintenance Support -Guidelines & Options, provided (a) the Client provides all information regarding such Error that may be requested by Tiburon in accordance with Section 5.1 hereof (Technical Service Requests], (b) such Error is reproduced by the Client in accordance with Section 5.4 hereof (Error Reproduction), and (c) the Client has provided Tiburon with remote access to the System as required under Section 5.2 hereof (Remote Access). (b) Client Support Center. Tiburon will provide toll-free telephone support for operational and technical assistance during Tiburon's normal support hours of 8:00 a.m. to 5:30 p.m. local time in the Client's time zone (not including weekends and Tiburon holidays). Tiburon reserves the right to charge reasonable call-out fees for any call received other than during Tiburon's normal support hours. (c) Account Manager. Tiburon will designate in writing a single individual to act as the Page 1 of 14 Santa Ana Master Su pport Agreement