INFOSEND, INC. 3 - 2015 - Laserfiche WebLink

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InNSeN Reponse -12/29/2006 1) There are no scheduled downtimes. All system maintenance Is performed after-hours. Since InfoSend's services are provided in the Application Service Provider (ASP) format, there are no software versions. Changes and improvements to the services evolve over time and are tested on InfoSend's and without requiring the client to make changes to their systems, 2) "How will the vendor's help desk calls be handled?. What are the hours of operation?" a, Standard customer service is provided from 8:00am to 5:00pm, Pacific Time. After-hours customer service Is available 24 hours a day with a 4 -hour response time via an answering service. b. InfoSend is always open on the same days that our municipal utility clients are open. The holidays that Customer Service takes are New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. c, The toll free number to contact Customer Service is (a00) 955-9330. The toll free after- hours answering service number Is given during Implementation. There Is no charge for support and it is unlimited. 3) "What training is included for CSR's and system administrators?" Training Is provided for how to use the InfoSend website to upload files to InfoSend, review samples, track files, request inserts, and download reports. Training is also provided for the CSR tool that is used to research customer questions related to the electronic bill presentment and payment service. 4) "Are there any minimum technical requirements for a CSR/Customer to access EBPP?" Yes v the CSIR/Customer must have an Internet browser capabie of supporting 128 bit SSL security, The EBPP site is only accessible over a secure connection and access is denied if the user attempts to manually change the EBPP URL to go over a non -secure connection. The 128 -bit SSL protocol is industry standard for all secured websites and supported by the vast majority of browsers. This type of security became standard on Microsoft operating systems with the release of Internet Explorer 3.0, which came out with the second revision of Windows 95. Users who had the first version of Windows 95 were able to download Internet Explorer 3.0 to upgrade their systems. Basic JavaScript is also required. This is also a standard feature of the vast majority of browsers in use today and many websites do not work properly without it. The EBPP system does not require the user to have a FDF viewer or a Java platform. 5) What kind of documentation will be provided? Documentation is provided on the EBPP CSR tool. A quick reference guide is provided for the InfoSend website itself. 6) Monthly maintenance. 26H-46 34