Res 2011-099 - Laserfiche WebLink

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SCHEDULE C INTERLOCAL CONTRACT South Central Planning and Development Commission and Jurisdiction MAINTENANCE AND SUPPORT DEFINITIONS 1.1 "SUPPORT CALL (TIER 1)" means a reported problem in the SCPDC Software which is not affecting the Software's ability to perform substantially in accordance with the user documentation. 1.2 "SUPPORT CALL (TIER 2)" means a reported problem in the SCPDC Software, not considered as a Level I support problem as defined in 1.1 above, which causes serious disruption of a function, however the system is still serving Licensee. 1.3 "SUPPORT CALL (TIER 3)" means a reported problem in the SCPDC Software which causes the system to be down and not serving as designed, or has a significant revenue impact, with no obvious work - around. 1.4 "RESPONSE TIME" means the elapsed time between the receipt of a service call and the time when SCPDC begins the Maintenance and Support, including a verbal or written confirmation to the Licensee thereof. 1.5 "RESPONSE CENTER AND CONTACT PROCEDURE" shall mean: Address: Hours of Oneration: 5058 West Main Street 8:00 a.m. to 4:30 p.m. Houma, LA 70360 Contact Information: Tel: 1 866 957 3764 E -mail: su_nn_ ortnscpdc.orz Ryan Hutchinson, Information Technology Administrator 2. TERM AND TERMINATION. SCPDC's provision of Maintenance and Support to Licensee will commence on the Effective Date and will continue for an initial term of two (2) years. Maintenance and Support will automatically renew for 12 -month periods following the end of the initial term unless Licensee has provided SCPDC with a written termination notice of its intention not to renew the Maintenance and Support at least forty -five (45) calendar days prior to the termination expiration of the then - current term. The Maintenance and Support described in this Schedule C is included in the license fees for the term of the agreement and all subsequent renewal periods.