Laserfiche WebLink
EXHIBIT B <br />MAINTENANCE EXHIBIT <br />SUPPORT AND MAINTENANCE <br />The following supplies and services are included in Support and Maintenance: <br />• Unlimited technical support between 5:00am and 6:00pm Pacific Time, Monday through <br />Friday via telephone (800.663.4991), email or web portal ( http:/ /support.dieactivenetworlc.com) <br />• Unlimited phone support for System Down issues on a 24 hours x 7 days a week basis, <br />provided that: <br />o If self - hosted, the site must have remote access and Internet email capability for <br />extended support hours <br />o Support calls placed during extended support hours must be placed by an <br />authorized contact person <br />o The type of support call is an urgent issue that includes site down, revenue <br />impacting, or customer facing issues that have no reasonable work - around <br />Access to Active's secure customer care web portal, discussion forums, knowledgebase <br />and online training materials <br />• Regular documentation and communication <br />• Support also includes, if such assistance can be provided in 15 minutes or less: <br />Assistance troubleshooting Third Party Products (e.g., Crystal Reports, Citrix <br />client) <br />o Assistance to isolate and /or troubleshoot difficulties resulting from sources other <br />than Active Network products and services, such as: <br />• General network/internet support (e.g., network access, printing, interact <br />access) <br />• PC hardware troubleshooting <br />• PC setup, configuration and optimization <br />• Network operating system configuration and functionality <br />• Basic Microsoft Windows functionality (i.e. Windows Explorer or Internet <br />Explorer) <br />• Loss of supervisor or other password <br />