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<br /> <br /> <br /> <br /> <br /> <br /> Level Four A Severity 4 Incident is one that has low to minimal impact. This involves system <br /> enhancements, upgrades and minor problems not impacting production. <br /> Resolution is deferred and is to be addressed when time allows. <br /> <br /> 3.5. Basic Maintenance Obligations. ATIMS shall diligently strive to both eliminate any <br /> deficiencies in the Software and also to continually improve the functionality and utility of the <br /> Software. A deficiency is defined as an error in program logic, calculation or processing, <br /> difficulties in error handling, user interface errors and hardware interface errors that prohibit the <br /> software from functioning as needed. ATIMS shall provide the Support Services described <br /> above. <br /> <br /> <br /> <br /> 3.6. Technical Support. ATIMS shall furnish the CITY with a Technical Support Report upon <br /> completion of each response by such support staff as described in Section 3.5 and upon <br /> resolution of each inquiry under Section 3.4. ATIMS shall maintain a log for these Reports to <br /> reside. The Report shall include, as a minimum, the following: <br /> <br /> a. Date and time notified. <br /> <br /> b. Date and time of arrival or inquiry response; <br /> c. Time spent for resolution of Deficiencies. <br /> <br /> d. Description of Deficiency; and <br /> <br /> e. Description of Deficiency resolution. <br /> <br /> 3.7. Updates and Enhancements. ATIMS shall provide the CITY with all Updates, <br /> Enhancements and associated Documentation that are provided as general releases or new <br /> releases to the Software regardless of any operating system or hardware platform support <br /> changes, including changes to minimum systems requirements of the server or CITY <br /> environments. Such Documentation shall be adequate to inform CITY of the pre-existing <br /> problems resolved by the new release and any significant new features included in the release <br /> that are known by ATIMS. In addition, ATIMS shall produce such Software Enhancements as <br /> the CITY requests in a commercially reasonable time and form at an additional charge in <br /> accordance with the Maintenance Fee description in Section 5, Fees and Invoices. <br /> Enhancements to correct any Deficiency shall be provided to the CITY at no additional cost, <br /> provided a support agreement is in force. <br /> ~I <br /> 3.8. Personnel and Services. ATIMS shall maintain adequate personnel to provide the Support <br /> Services. ATIMS personnel shall be qualified to render the Support Services. ATIMS shall <br /> perform all Services required pursuant to this Agreement in a professional manner, with high <br /> quality, and ATIMS shall give highest priority to the performance of the Services. <br /> <br /> <br /> <br /> <br /> <br /> 25B-6 <br />