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Applicability <br />These Maintenance and Support Guidelines ("Maintenance and Support Guidelines") applies if the Client has ordered any <br />of the services detailed herein pursuant to the receipt of a Price Quote from Tiburon, Inc. (hereinafter "Tiburon"). Any <br />services detailed herein that have not been ordered by the Client shall not apply or be provided to the Client by Tiburon. <br />These terms represent Tiburon's standard terms. <br />Term <br />Upon payment of the appropriate annual maintenance and support fees, Tiburon shall provide the Client with <br />maintenance and support services as set forth in these Maintenance and Support Guidelines for a twelve (12) month <br />period commencing on the anniversary date of final acceptance and shall be automatically renewed for additional twelve <br />(12) month periods until terminated in accordance with its terms. <br />Help Desk Service <br />The Help Desk service includes technical support on products purchased from Tiburon including Tiburon licensed <br />products and 3rd party products. <br />The Help Desk provides 24 x 7 technical support to Clients for all Tiburon products. The Help Desk is staffed by technical <br />specialists, backed by 24 x 7 engineering support to handle high priority issues. <br />High priority issues that cannot be addressed expediently by the technical specialists alone are assigned to the 24 x 7 <br />engineering support staff. If the issue cannot be addressed within the defined service level agreement (SLA) in Table A, <br />an escalation process is automatically triggered involving senior management in order to take immediate action calling <br />upon product experts as needed. This level of specialized technical support ensures timely, accurate and effective support <br />for Tiburon's Clients. <br />For urgent and high priority tickets (see Table A), Clients are requested to contact the Help Desk by phone in order to <br />obtain immediate technical support using the following toll-free number; 1 (877) 441-4648. <br />For routine and lower priority tickets (see Table A), Clients are encouraged to send an email to <br />DispatchNowSupport@_tiburoninc.com which includes caller contact information, site identification, affected product and a <br />short problem description. An email reply will acknowledge that Tiburon has received the Client's email. A Help Desk <br />representative will contact the Client with a ticket # and status within the timeframes defined in the SLA (see below for <br />details). <br />Help Desk Call Taking Process <br />When a Help Desk call is received, it is answered by a Help Desk representative. The representative takes the <br />caller's general information such as caller contact information, site identification, affected product and a short <br />problem description. Based on the priority definitions detailed in Table A, the caller advises the Help Desk <br />representative on the priority of the issue. The caller is given a ticket reference number and is passed onto a Help <br />Desk technical specialist for problem investigation and resolution. If there are no Help Desk technical specialists <br />available to immediately take the call, the caller is called back within the agreed upon SLA. <br />The Help Desk technical specialist will work over the phone and through remote high speed facilities (e.g. Cisco <br />VPN, Sonic Wall, Remotely Anywhere, Remote Desktop) to troubleshoot and resolve the issue. The ticket is only <br />'closed' by Tiburon upon positive confirmation from the Client.