Res 2009-047 - Laserfiche WebLink

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1.1.18 Product Upgrade - is considered an additional transaction under this Agreement and includes, but is not limited to a new release, new functionality of a Product or Product enhancement, as noted on a Schedule A, to an installed Product. 1.1.19 Project Services - means additional services, provided by Vendor on a time and materials or project basis, as described on a Schedule A. 1. 1.20 Remote Diagnostics Support - means all alarms and repair calls are routed to technical analysts for review prior to dispatching a field technician. If the malfunction is not repaired remotely by a technical analyst a field technician will be dispatched. 1.1.21 Schedule A - means the ordering document in the form attached to this Agreement as Attachment A. In the event the City requests additional services or wishes to procure Products (in accordance with Section 1.4), a Schedule A detailing the transaction will be prepared and will accompany the City's Authorization in Change of Services Form (Attachment B). 1. 1.22 Service Plan - means the features and specifications of Warranty Services (Attachment C) and/or Periodic Services (Attachment D) offered by the Vendor, which are or will be included as Exhibit(s) attached to a Schedule A. 1.1.23 Services - means Periodic Services and Project Services. 1.1.24 Software - means any computer program supplied under this Agreement, or which constitutes part of any Product, on magnetic tape, disk, semiconductor device or other memory device, or Product memory including hardwired logic instructions, microcode and documentation used to describe, maintain and use the programs. 1. 1.25 Software Owner - means any party other than the Vendor, which may own the Software. 1.1.26 Service Activity Reports - are summary reports that itemize the number, type and response time associated with corrective maintenance activity. These reports are available via the CSC.com Web Access Tool. 1. 1.27 Technical Assistance Center - means a group of experts who are available to assist the Vendor's field technicians with problems difficult to resolve. This group also acts as a point of escalation for factory support. 1. 1.28 T&M - means labor and/or parts provided by the Vendor on a time and materials basis. 1. 1.29 Warranty Services -means the services described in Section 1.3 of this Agreement and the Corrective Maintenance as described in the Warranty Services Policy which is part of the Schedule A. Black Box Telephone Hardware and Software Master Purchase and Maintenance Agreement 4