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Client Responsibilities <br />(a) Technical Service Tickets The Client shall provide all information requested by <br />Tiburon necessary to complete its Technical Support Services form for each request for <br />technical services, Enhancements, and Out of Scope Services. <br />(b) Remote Access The Client will facilitate high speed 512Kbps or greater remote <br />VPN access for Tiburon to access the servers and workstations at the Client Site. <br />Remote access will require the use of interactive applications including but not limited to <br />PC Anywhere, Remote Desktop, VNC, telnet, secure shell (ssh) , and application-level <br />TCP/IP socket connectivity as determined necessary by Tiburon. Tiburon personnel will <br />require local administrative control of all servers and workstations involved in Tiburon <br />implementation. In addition, Tiburon requires the ability to dynamically upload/download <br />files to the server(s) without third-party intervention. Tiburon technicians may need <br />remote access to the System to analyze the System configuration, aid in problem <br />analysis or to modify the System configuration for a problem work-around. Remote <br />access may also be used for transmission of Software updates to the Client. Remote <br />access must be available twenty-four (24) hours a day, seven (7) days a week. <br />Tiburon's request to halt any System functionality shall require the Client's appropriate <br />management approval. Tiburon shall not perform any service-affecting activity without <br />informing the Client's appropriate management in advance and receiving proper <br />authorization. <br />Tiburon recognizes the need for security of remote access facilities. Tiburon shall work <br />within the Client's security guidelines whenever possible. If the Client's remote access <br />facility is dysfunctional, Tiburon shall not be held liable for response times. <br />Tiburon shall not be responsible for any costs relating to the procurement, installation, <br />maintenance and use of such equipment and all associated telephone use charges. <br />Tiburon shall use the data connection solely in connection with the provision of its services <br />hereunder. The Client may be required to run tests deemed necessary by Tiburon <br />following each remote access as requested by Tiburon. <br />(c) Access The Client shall provide Tiburon's personnel or its local service provider <br />with full access to their site at all required times. <br />(d) Maintenance and Back-Ups The Client shall ensure that maintenance and back- <br />up activities relating to the Tiburon proprietary software and the System, including without <br />limitation backing up databases and journal logs, purging out of date records and running <br />reports and performing diagnostics, are timely carried out. <br />(e) Data Input The Client shall enter, update and maintain the input data as required <br />for satisfactory operation of the Tiburon proprietary software, and be responsible for the <br />accuracy of all Client-provided data. <br />(f) Third-Party Product Support Unless otherwise agreed, the Client shall obtain, <br />pay for and maintain in effect during the term of these Maintenance and Support Guidelines <br />the technical support contracts for certain third party products as specified by Tiburon, and <br />shall ensure that, in addition to authorizing the Client to request support services there <br />under, each such support contract also expressly authorizes Tiburon to request support <br />services there under on the Client's behalf.