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<br /> <br /> <br /> <br /> <br /> <br /> <br /> EXHIBIT B <br /> SUPPORT INFORMATION <br /> <br /> 1. Contact Information. The support staff at Granicus may be contacted by the Client at its mailing <br /> address, general and support-only telephone numbers, and via e-mail or the Internet. <br /> <br /> (a) Mailing Address. Mail may be sent to the support staff at Granicus <br /> headquarters, located at 600 Harrison Street, Suite 120, San Francisco, California, 94107. <br /> (b) Telephone Numbers. Office staff may be reached from 8:00 AM to 7:00 PM <br /> Pacific time at (415) 357-3618 or toll-free at (877) 889-5495. The technical support staff may be <br /> reached at (415) 357-3618 opt 1. <br /> <br /> ri Grp ~t .'a i..._ rc~l`a 1. l D -IF Tr <br /> 7 dPu Ji <br /> r:iar~; 1,-,! !l;J, :fir <br /> 2. Recognized Client Representatives. Granicus strives to provide unparalleled support to its <br /> Clients by ensuring that Client staff is properly educated and is prepared to maximize its Granicus <br /> Solution. Any Client Representative who wishes to participate and receive Granicus customer advocacy <br /> services shall participate in and complete the training program that is suited for the Granicus Solution. <br /> Once a Client Representative completes the training, that Representative will be recognized in Granicus' <br /> internal system as qualified to receive support and ongoing education services. All Client Representatives <br /> are eligible to receive technical support services, regardless of participation in the training program. <br /> 3. Support Policy. When Granicus receives notification of an issue from Client, a Granicus account <br /> manager or technical support engineer will respond directly to the Client via phone or e-mail with (a) an <br /> assessment of the issue, (b) an estimated time for resolution, and (c) will be actively working to resolve <br /> the issue as appropriate for the type of issue. Notification shall be the documented time that Granicus <br /> receives the Client's call or e-mail notifying Granicus of an issue or the documented time that Granicus <br /> notifies Client there is an issue. Granicus reserves the right to modify its support and maintenance <br /> policies, as applicable to its customers and licensees generally, from time to time, upon reasonable notice. <br /> 4. Scheduled Maintenance. Scheduled maintenance of the Granicus Solution will not be counted as <br /> downtime. Granicus will clearly post that the site is down for maintenance and the expected duration of <br /> the maintenance. Granicus will provide the Client with at least two (2) days prior notice for any <br /> scheduled maintenance. All system maintenance will only be performed during these times, except in the <br /> case of an emergency, In the case that emergency maintenance is required, the Client will be provided as <br /> much advance notice, if any, as possible under the circumstances. <br /> 5. Software Enhancements or Modifications The Client may, from time to time, request that <br /> Granicus incorporate certain features, enhancements or modifications into the licensed Granicus <br /> Software. Subject to the terms and conditions to this exhibit and the Service Agreement, Granicus and <br /> Client will use commercially reasonable efforts to perform all tasks in the Statement of Work ("SOW'). <br /> Upon the Client's request for such enhancements/modifications, the Client shall prepare a SOW for the <br /> specific project that shall define in detail the Services to be performed. Each such SOW signed by both <br /> parties is deemed incorporated in this exhibit by reference. Granicus shall submit a cost proposal <br /> including all costs pertaining to furnishing the Client with the enhancements/modifications. <br /> <br /> <br /> <br /> page <br /> 25)b-13 <br />