TIBURON, INC. 4B - 2013 - Laserfiche WebLink

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Applicability These Maintenance and Support Guidelines ( "Maintenance and Support Guidelines ") - applies -if the Client has ordered -any of the services detailed herein pursuant to the receipt of a Price Quote from Tiburon, Inc. (hereinafter "Tiburon "). Any services detailed herein that have not been ordered by the Client shall not apply or be provided to the Client by Tiburon. These terms represent Tiburon's standard terms, These terms apply unless superseded by a specific Client agreement. Description of Technical Support Services Technical Support Services Tiburon's Technical Support Services department consists of technical specialists dedicated to providing the highest level of technical support services to its Clients. Technical Support Services include the Help Desk Service, Software Updates Program, Product Specialist Services and Training Services. The Help Desk Service and Software Updates Program are provided on a per - product basis and available on an annual or multi -year basis as detailed in the Client Quotation. Help Desk Service The Help Desk service includes technical support on products purchased from Tiburon including Tiburon licensed products and 3rd party products. The Help Desk provides 24 x 7 technical support to Clients for all Tiburon products. The Help Desk is staffed by technical specialists, backed by 24 x 7 engineering support to handle high priority issues. High priority issues that cannot be addressed expediently by the technical specialists alone are assigned to the 24 x 7 engineering support staff. If the issue cannot be addressed within the defined service level agreement (SLA) in Table A, an escalation process is automatically triggered involving senior management in order to take immediate action calling upon product experts as needed. This level of specialized technical support ensures timely, accurate and effective support for Tiburon's Clients. For urgent and high priority tickets (see Table A), Clients are requested to contact the Help Desk by phone in order to obtain immediate technical support using the following toll -free number; 1 (877) 441 -4648. For routine and lower priority tickets (see Table A), Clients are encouraged to send an email to DispatchNowSupport(o)tiburoninc.com which includes caller contact information, site identification, affected product and a short problem description. An email reply will acknowledge that Tiburon has received the Client's email. A Help Desk representative will contact the Client with a ticket # and status within the timeframes defined in the SLA (see below for details). Help Desk Call Taking Process When a Help Desk call is received, it is answered by a Help Desk representative. The representative takes the caller's general information such as caller contact information, site identification, affected product and a short problem description. Based on the priority definitions detailed in Table A, the caller advises the Help Desk representative on the priority of the issue. The caller is given a ticket reference number and is passed onto a Help