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Ventiv; (xv) network changes and network performance problems (xvi) support and maintenance of custom <br />modules that are not covered under the Customer Support Services; '(xvii) custom enhancements, thr <br />example: new check printing functionality or custom- scored procedures (e g„ p examiner), and (xix) for <br />IVOS interfaces: (a) installation and configuration of any interface Software on hardware external to the <br />Software server, (b) training on interfaces; (e) Customerinitiated changes to the interface specification <br />(note that Ventiv reserves the tight to modify the interface specification for future enhancements); (d) <br />Customer changes to systems external to Ventiv that result in any failures or performance problems with <br />the Interface; or (e) bugs In a Customer's computer softwaro and hardware that result In interface <br />operational failure. <br />75 The following types of requests will incur additional fees: (i (ii) performnnco troubleshooting outside of 0ue <br />application; (iii) any hardware or software problems beyond the control of Ventiv; (iv) Customer network <br />changes and network perfomance problems, (v) training questions; and (vi) documentation requests for <br />documents available out the portal or online help. <br />74 Support is delivered in English only, unless Customer is in a location where Ventiv has made localized <br />support available. <br />$. Cttstagteg Citrliatloas. Customer will be responsible for the following: (a) reporting errors promptly; (b) <br />providing sufficient information for Ventty to duplicate the circumstances of a reported Software defect or <br />duplicate the error, as described in rte Specifications, so Ventiv can duplicate the error, assess file situation, <br />and/or undertake any needed or appropriate maintenance action hereunder; (o) designating two (2) members of <br />Its technical staff trained on the iVOS product to serve as Customer's sole representatives to contact 'Ventiv <br />with maintenance issues ( "Customer's Support ComaeWT and (d) carrying out procedures for the <br />rectification of errors or malfunctions within a reasonable time after such procedures (or revisions, upgrades, <br />enhancements, etc.) have been received from Ventiv. <br />9, Ritipiles Ventiv provides services through its Helpdask asset forth in the table below <br />�!tQimr� `g5f� . <br />Sttlllubrf p�sozdpiiusn <br />� t7ai. <br />k�olusshns <br />Toll Free <br />Hours available for live <br />Monday - Friday <br />Live Phone Support <br />phone support <br />9:OOam — 9.00 pm EST <br />Ventiv Holidays <br />(US) <br />Emergency after normal <br />Emergency after -hours <br />Business Hours on-call <br />Support <br />support (24 hours a day, 7 <br />MUMS <br />days a week - Severity I <br />issues onl <br />E -mail Support <br />Ability to contact Support <br />1esponse will be end of <br />Use live or emergency for <br />throe e-mail <br />next Business Dg <br />Sevek I <br />Self -Service Portal <br />Online access to ticketing <br />Response will be end of <br />Use live or eitiorgency for <br />Severity I <br />system to report so Incident. <br />next business Day <br />PI - 24 x 7 through Vantly supliort toll frce tale hone number: 1- 800.980 »9460 <br />P2 = 24 hours per da durina the five 5 business days and <br />tnrou h day), excluding Ventiv holidays. <br />P3 c During standard business hours (8;00 am to 9;00 pm) during the five (5) business days (Monday through Friday), <br />excluding Ventiv holidays, <br />P4 = Monday through Friday by region (North America, APAC and EMEA) during standard business hours (8:00 ant <br />to 9.00 an exctudin Ventiv holida s, <br />12 <br />