Res 2009-171 - Laserfiche WebLink

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of the Covered Software degrades substantially under reasonable loads, such that there is a severe impact on use, the Covered Software is usable but materially incomplete, one or more mainline functions or commands is inoperable or the use is otherwise significantly impacted. RESPONSE: The Vendor will provide a response by a qualified member of its staff to begin to diagnose and correct a Severity 2 problem as soon as reasonably possible, but in any event, a response via the telephone will be provided within four (4) hours. The Vendor will exercise its best efforts to resolve Severity 2 problems within five (5) days. The resolution will be delivered to the City in the same format as Severity 1 problems. If the Vendor delivers an acceptable work-around for a Severity 2 problem, the severity classification will drop to a Severity 3. 3. Severity 3 Produces an inconvenient situation in which the Covered Software in usable, but does not provide a function in the most convenient or expeditious manner and the user suffers little or no significant impact. RESPONSE: The Vendor will exercise its best efforts to resolve Severity 3 problems in the next maintenance release. 4. Severity 4: Produces a noticeable situation in which the use is affected in some way, which is reasonably correctable by a documentation change or by a future, regular release from the Vendor. RESPONSE: The Vendor will provide, as agreed between the parties, a fix or fixes for Severity 4 problems in future maintenance releases. Upgrades and Enhancements The Vendor maintenance contract provides the City with all bug fixes and major/minor software updates throughout the life of the Agreement. The City will never have to re-buy the software. Additionally, the maintenance agreement spells out the "no-change-order" policy. This policy is in place so that any change the City desires to make, to any piece of the System, at any time, will not cost the City any additional money. These changes can be made either by the Vendor or by the City staff using the BuildIT Toolset. If for any reason, the City decides not to receive the automatic updates, the Vendor will support up to two versions back. If the software becomes older than two versions, there will be an additional cost to "catch-up" the software if the automatic updating process cannot run unattended. The standard warranty period for covered software is one year, based upon the maintenance agreement, but the Vendor will extend that period at the City's request. The software license agreement and maintenance agreements will follow the term established in the Master Agreement and will automatically renew unless terminated b the City. Brazos Technology, Hand Held Ticket Writer System Agreement 41