TIBURON, INC. 3 - 2009 - Laserfiche WebLink

Home Browse Search

account manager for purposes of coordinating technical support as set forth herein (the "Account Manager"). The Account Manager shall ensure Tiburon's compliance with, and shall coordinate appropriate schedules in connection with, its obligations set forth herein. Tiburon may change the individual designated hereunder by providing the Client with advance written notice delivered in accordance with Section 24 hereof (Notices) designating the new individual authorized to act as the Account Manager. (d) Status Reports. Tiburon will provide the Client with a monthly status report (a "Monthly Status Report"). Each Status Report will include a summary of site activity and a summary of requests by the Client for technical services delivered in accordance with Section 5.1 hereof (Tiburon Service Requests). Additional information that may be contained in the monthly status report is described in Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). Each Monthly Status Report will be delivered to the Client in accordance with the notice provisions set forth in Section 24 hereof (Notices). (e) Back-Ups. Subject to the Client's obligations under Section 5.4 hereof (Maintenance and Back-Ups), Tiburon will (a) provide and maintain automated back-up scripts, (b) support database recovery and restoration procedures; and (c) provide database problem diagnosis and resolution support. (f) NFIRS, NCIC, NIBRS/UCR Updates. Tiburon will provide updates to the Covered Applications for Client use and installation in response to legal requirements mandated by National Fire Incident Reporting System (NFIRS), the National Crime Information Center (NCIC) and National Incident Based Reporting System /Uniform Crime Reporting (NIBRS/UCR) when such requirements necessitate modification(s) to the Source Code relating to any Covered Application and are necessary for the proper performance of the Covered Application. Any other changes, including but not limited to, those mandated or offered by any state, county, city or municipal governmental entity, as well as changes to any Protocols are outside the scope of this Agreement. (g) Database Administration (DBA) Support. DBA support will be provided in the manner as set forth in Section 4.3, "Level 1 DBA Support", of Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). (h) System Administration (SA) Support. SA support will be provided in the manner as set forth in Section 4.4, "Level 1 DBA Support", of Exhibit 7 (Warranty & Maintenance Support - Guidelines & Options). (i) Version Management Program. The Version Management Program (VMP) provides Clients with eligible products with ongoing product enhancements and new features. VMP will be provided in the manner as set forth in Section 4.5, "Version Management Program", of Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). 2.2. Support Options. In addition to Basic Support, the Client may purchase support options described in Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). The terms and conditions for each Support Option shall be set forth in a separate exhibit which, upon payment of the required annual fee for such Support Option, shall automatically become part of this Agreement and shall be subject to the terms hereof. The Client may discontinue any Support Option by providing Tiburon at least ninety (90) calendar days prior written notice identifying the Support Option to be discontinued; provided, however, that such discontinuance shall not be effective until the next occurring Payment Date. 2.3. Enhancements. From time to time, the Client may request Tiburon to provide under this Agreement services and materials to furnish, install and implement an Enhancement. The installation and implementation of such Enhancement shall be provided, at Tiburon's option, on a fixed-quote basis with payment milestones or on a time and material basis at Tiburon's then current technical service rates plus all related travel, per diem and other expenses invoiced as incurred. No Enhancement shall be provided under Page 2 of 14 Santa Ana Master Support Agreement