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EXHIBIT I <br />Standard Support and Maintenance Services — Standard Guidelines <br />The purpose of this Exhibit 1 is to provide our customers with information on our standard <br />coverage, the services which are included as part of your annual software support, a listing of <br />call priorities, an outline of our escalation procedures and other important details. <br />Consultant reserves the right to matte modifications to this document as required; provided, <br />however, Consultant shall not reduce the scope of support provided hereunder without the prior <br />consent of the Organization. <br />The services listed below are services that are included as part of your software support. <br />• 800 Toll Free Telephone support <br />• Cost effective upgrade solutions <br />• Scheduled assistance for installations, upgrades & other special projects (there may be <br />charges depending on the scope of work) <br />• Technical troubleshooting & issue resolution <br />• E -mail support call logging and notification <br />• Standard software releases and updates <br />. Defect corrections (as warranted) <br />- Planned enhancements <br />State and/or Federal mandated changes (charges may exist depending on scope) <br />Release notes <br />• Limited training questions (15 minute guideline) <br />• Design review for potential enhancements or custom modifications <br />• Ability to attend the annual customer conference (attendance fees apply) <br />Help Desk Hours <br />Our standard hours of support are from 8:00 a.m. EST to 8 :00 p.m. BST, Monday to Friday, <br />excluding designated statutory holidays. <br />E <br />25E -17 <br />