Res 2009-171 - Laserfiche WebLink

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The Vendor assumes no responsibility for the operation or performance of any City written or third-party application. D. Services Not Included. Maintenance Services do not include any of the following: (1) custom programming services; (2) on-site support, including installation of hardware or software; (3) support of any software not considered Covered Software; (4) training; or (5) upon expiration of the warranty period out-of-pocket and reasonable expenses, including hardware and related supplies. 111. ON-SITE SUPPORT As requested by City, and upon reasonable notice and approval by Vendor, the Vendor will maintain personnel at any of the covered Sites. On-site personnel will perform ongoing system administration, monitoring, reconfiguration and tuning, problem diagnosis, and resolution, and interfacing with City personnel on production system issues, to the extent possible during normal business hours. These personnel will also be responsible for the installation of new Vendor software releases on the production system and the distribution of documentation updates. In addition, on-site personnel will provide training to City personnel on the operation and administration of the Covered Software as time permits. IV. TIME AND MATERIALS SERVICES A. For Non-Vendor related Problems. In the event that the City notifies the Vendor of a problem experienced by the City in connection with the operation of the Covered Software, the Vendor will respond as provided in Section III.B., above. If the cause of such problem is not an error, defect or nonconformity in the Covered Software, the City will compensate the Vendor for all work performed by the Vendor in connection therewith, on a time and materials basis at the Vendor's then current standard rates, B. For Non-Vendor Software. Upon request and reasonable notice from the City, the Vendor will provide assistance in the installation of non-Vendor software on a time and materials basis. Non-Vendor software consists of any software not specifically listed in the Master Agreement or any of the attachments including the following: (1) New releases and updates to hardware vendor operating systems and other system software not listed in Attachment D (2) City-developed software; and (3) Third-party software (except third party software embedded in the Covered Software). Brazos Technology, Hand Held Ticket Writer System Agreement 36