Laserfiche WebLink
Software Updates Program <br />If the Client has purchased the Software Updates Program, the Client will be entitled to receive <br />new General Availability (GA) releases of the Tiburon licensed software products purchased by <br />the Client. <br />The Software Updates Program provided hereunder does not include any of the following <br />(a) Installation, configuration and training services. Upon reasonable notice from the Client, <br />Tiburon will provide a Price Quote to the Client on a time and materials basis at Tiburon's then <br />current rates for such services; <br />(b) Modifications or customization of the Software other than corrections of Defects made or <br />provided under these Maintenance and Support Guidelines; <br />(c) Consultation for new programs or equipment; <br />(d) Correction of problems, and assistance regarding problems, caused by operator errors, <br />including but not limited to the entry of incorrect data and the maintenance of inadequate backup <br />copies and improper procedures; and /or <br />(e) Correction of errors attributable to software other than the licensed Software. <br />Upgrade of the Client's Hardware, Operating System, and /or third party software may be required <br />from time to time to support New Releases, Maintenance Releases or Upgrades of the Software, <br />The Client shall be solely responsible for the cost of such upgrades unless expressly stated <br />otherwise. <br />Product Specialist and Training Services <br />Clients can contact the Help Desk to request the services of Product Specialists and Trainers. <br />The Help Desk will direct the call to the appropriate technical services representative to provide <br />details on the services offered and their associated rates and to schedule resource availability. <br />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 />