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Hardware and Third Party Support — if applicable <br />The purpose of this section is to provide our customers with information on our standard <br />coverage and the services which are included as part of your annual hardware and third party <br />software support (if applicable). This section serves as a guideline for the support department <br />but is superseded by an existing third party or other agreement. <br />Standard Hardware and Third Party Software Support Services <br />+ 800 telephone support _. first line phone support for troubleshooting (note more complex <br />issues will be escalated to the actual vendor of the products) <br />9 "On call' after hours support (scheduled assistance for installations, upgrades and other <br />special projects — there may be charges depending on the scope of work) <br />o Technical troubleshooting <br />o Limited training questions (1 S minute guideline) <br />o Recommendations on speoific hardware requirements <br />Support provided for installed database issues (30 minute guideline) <br />* Web Service installation and connection to database assistance <br />® Updating system to support new versions of licensed applications <br />19 <br />25E -22 <br />