Laserfiche WebLink
can also arrange for ongoing in -house training to improve the benefits of the <br />Laserfiche system for current and new staff. <br />Laserfiche Will Provide the Assistance You Need. Laserfiche will provide you with a <br />telephone number and email address to contact us whenever you need assistance with your <br />Laserfiche Software. To better assist Laserfiche in serving you, we suggest you do the <br />following: <br />Prepare for the call. You should be prepared to describe any hardware on which <br />your Laserfiche Software is installed, including the manufacturer's model <br />numbers. <br />• Explain your problem clearly. Let us know exactly what the error was; what you <br />were doing immediately before the error occurred; whether by repeating the steps <br />leading to the error, you encounter the same problem; the exact wording of any <br />error message; and what efforts you have already taken to solve the problem. <br />• Hours of support. The LSG Helpdesk is available Monday through Friday from <br />6 AM to 6 PM Pacific Time. Online chat support is available Sunday through <br />Friday from 6 PM to 6 PM Pacific Time (except between 2 AM and 6 AM). <br />Access to Laserfiche's Imowledgebase articles, software downloads and the <br />support forum is available 24/7. <br />• Service Levels. The LSG helpdesk guarantees a 4 -hour response time, although <br />more than 90% of calls are answered live and most issues are resolved on the first <br />call. All support cases are logged in a case management system, assigned a <br />unique case number and categorized according to severity and priority. <br />Customers are able to subscribe to cases so that they are kept abreast of all work <br />being done. The escalation path for support cases is LSG Helpdesk -> PSG <br />Technical Engineer (the engineer who originally worked on the project) -> <br />Laserfiche Technical Support -> Laserfiche QA -> Laserfiche Development. <br />There is a dedicated escalation team that manages cases through the escalation <br />process and tracks all communications with the subscriber. <br />• Billable Services. Any services provided that are not covered under LSAP will <br />be billable either through consumption of VIP Professional Service hours, if any, <br />or at the professional services rates specified under the terns of this Agreement. <br />LSAP Term and Renewal. The LSAP for Laserfiche Software Licenses Purchased in <br />Schedule A commences on the Delivery of Software and continues through June 11, 2015. The <br />LSAP for existing Laserfiche United Software used by Licensee's Police Department will <br />commence on June 12, 2014, and continue through June 11, 2015. The annual LSAP coverage <br />period is June 12 — June 11 (one year tern), and the renewal date is June 12 annually. <br />Laserfiche EnEerprise Software License and <br />Professional Services Agreement <br />25E -37 <br />Page 35 <br />