TIBURON, INC. - 2014 - Laserfiche WebLink

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Software Updates program If the Client has purchased the Software Updates Program, the Client will be entitled to receive new General Availability (GA) releases of the Tiburon licensed software products purchased by the Client. The Software Updates Program provided hereunder does not include any of the following: (a) Installation, configuration and training services. Upon reasonable notice from the Client, Tiburon will provide a Price Quote to the Client on a time and materials basis at Tiburon's then current rates for such services; (b) Modifications or customization of the Software other than corrections of Defects made or provided under these Maintenance and Support Guidelines; (c) Consultation for new programs or equipment; (d) Correction of problems, and assistance regarding problems, caused by operator errors, Including but not limited to the entry of incorrect data and the maintenance of Inadequate backup copies and Improper procedures; and /or (e) Correction of errors attributable to software other than the licensed Software Upgrade of the Client's Hardware, Operating System, and /or third party software may be required from time to time to support New Releases, Maintenance Releases or Upgrades of the Software. The Client shall be solely responsible for the cost of such upgrades unless expressly stated otherwise. Product Specialist and Training Services Clients can contact the Help Desk to request the services of Product Specialists and Trainers. The Help Desk will direct the call to the appropriate technical services representative to provide details on the services offered and their associated rates and to schedule resource availability. Client Responsibilities (a) Technical Service Tickets The Client shall provide all Information requested by Tiburon necessary to complete its Technical Support Services form for each request for technical services, Enhancements, and Out of Scope Services. (b) Remote Access The Client will facilitate high speed 512Kbps or greater remote VPN access for Tiburon to access the servers and workstations at the Client Site. Remote access will require the use of interactive applications including but not limited to PC Anywhere; Remote Desktop, VNC, telnet, secure shell (ssh) , and application -level TCP /IP socket connectivity as determined necessary by Tiburon. Tiburon personnel will require local administrative control of all servers and workstations involved in Tiburon implementation. In addition, Tiburon requires the ability to dynamically upload /download