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ANNUAL SERVICE AGREEMENT <br />PAGE <br />To provide program and report updates to THE CUSTOMER in a timely manner to allow the <br />ability to record and maintain the information necessary for the production of reports required for <br />Federal, Slate and Local Income Taxes, State Disability Insurance, Unemployment Insurance, <br />401K, Californin PERS, 457, Socinl Security Alternative (Section 3121), and any other mandated <br />Federal and California Slate Reports. <br />Response to problems within four hours of notificalion by the CUSTOMER to the SUPPORT <br />LINE, <br />Help Desk — HIGH LINE provides direct toll -tree telephone access for problem resolution, defect <br />reporting, documentation clarification and technical guidance Monday to Friday 8:001nr to <br />6:00pm (eastern time). On Canadian statutory holidays, a reduced staff provides full support <br />from 9:00atn to 5:00pm (eastern little). During peak calling seasons (January & February), <br />support is provided from 8:00am to 8 :00pm (eastern time). <br />Telephone support is further enhanced by electronic services that offer around the clock <br />reporting. Using fax, voicemail and electronic mail, customers may report issues any time of the <br />day or night. <br />Telephone: (800)268 -3340 or (905) 9.10.8777 <br />Tcicfas: (905) 940 -8770 <br />E -Mail: spJiport<thiglllinFcoruco!n <br />Support and maintenance directly from Oracle Corporation for the third party Oracle products <br />identified in Schedule 1. HIGH LINE will or will ensure that Oracle Corporation provides <br />CUSTOMER with an Oracle customer support identification number granting access to Oracle <br />customer support. CUSTOMER agrees to the standard terms and conditions of any Oracle <br />support and nutinlcnalice agreement required by Oracle Corponnion and realizes that these may <br />be different than those of this agreement. <br />Support from HIGH LINE on the Oracle Wdrkgroup Server within the contest of it being used its <br />a component of THE SYSTEM. <br />Support from HIGH LINE or JCS on the third party JCS Job Scheduler product identified in <br />Schedule I. <br />25B -18 <br />