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2Qlfl Systems & Software Support Program Guidelines <br /> Systems <br /> ~ Software <br /> <br /> Further Detail of Services Provided <br /> The Systems 8 Software Support Program provides coverage for and is inclusive of the items listed below: <br /> 1. A.ufhordatron fo reoa?va svapotf services for licensed products from Systems & Software for the calendar <br /> year, January through December 24t0. <br /> 2. Access to new ra{eases of the {rcerased en4r1esta business application, when such application software <br /> becomes generally available and a separate upgrade engagement has been established between SAS and <br /> the customer. This support cri#sria applies to the obginally licensed application software itself, newly <br /> developed modules or applications, and the range of systems support services associated with deploying <br /> production ent~uesta software, are handled under a separate contract or amendment. Add`itionai services <br /> may include migraf€,ng from one version of enQuesta to another, perfom~ring assurance testing, performing <br /> interface testing, training customers on new versions of the application software, or purohasing additional <br /> hardware or third-Party software products. <br /> Pixas, error corrections, pr c~errect{+re procedures far the supported versions of enCtuesta (the current <br /> version. and the mast recent reCease just prior to the current version of the application}. Depending on the <br /> nature and cause of these errors, certain additional urges may apply for these servir.,es <br /> a New docurnentalion as made available by module. S&S understands that due to the customized nature of <br /> the various applications for customers and the speed with which refresh updates or new releases are <br /> developed ands or deployed, customers may not always have documentation that exactly applies to the <br /> version they are running. Customer practices show, and S&5' expectation is. that customers rely on the on- <br /> line help text and their process guides. Module documentation, including standard user guides, training <br /> guides, and pror~ess guides is now deployed only via S&S' customer website, at w~rsw.ssivt.com {via the <br /> customer portal}.. <br /> 5. Support related to items that are normally charged but are minor in nature may be waived safely at the <br /> discretion of S~S_ fihese might include restoring processes andl or data that were cornapted due to <br /> operator error, minor changes to a bill print format., etc. These will be judged based upon the magnitude of <br /> the work to tre perfomled and the frequency of occurrence. <br /> 6, Atf+sndance, training and hospitality events t~+tll ba at na cost (no registrallon fees for u'P fo two customer <br /> employees at the Guslomer Conference. Additional employees may attend for a fee as Holed above. <br /> "travel. lodging, meals. and other associated fees would be a2 the customer's expense,. Due to the marfcet <br /> and competitive nature of the S&S enCtuesta produr~s, Han-customer personnel may attend only upon <br /> written request, and S&S reserves the right to refuse attendance at customer conferences to non-customer <br /> attendees. A fee of $2,504 per dray per non-customer attendee wil9 apply, if such nonrtcustomees are <br /> authorized to attend. 9n same cases, customers may be required to sign non-disclosure statements at such <br /> events. <br /> 7. Monthly webcasts are scheduled to be conducted online via ttVebEx. These webcasts can be used to <br /> provide campanylcarporate updates, promote user group interaction, allow for a discussion arena cn <br /> selected topics., and serve as training sessions. <br /> 428 lndustriad Avenue <br /> C4NF[DENTIAL ~ttiliistcxr, VT 05495 <br /> & Sti#twa~ p: BG2 865-1170 <br /> f: P.02-865-1171 <br /> Page 4 <br /> 25F-8 <br /> <br />