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<br />Exhibit A -Class Software Service Rates <br /> <br />1. SelVices Rates <br />a) Basic Support - 25% of prevailing software list price. <br />Minimum $1,500 fee applicable, <br />Premium Support - an incremental 5% of prevailing software list <br />price. Minimum fee of $500 over and above the Basic <br />Support fee. <br />Training & Education - $750 per day plus expenses (limit 5 people <br />per session, $100 per person thereafter) <br />b) Implementation Consulting - $1000 per day <br />c) Project Management - $1250 per day <br />d) Senior Technical Consulting - $1500 per day <br />Note: All Service rates (c-d) are based on an 8 hour day; travel time is <br />$40 per hour for travel between 8am and 5pm (Mon-Fri). <br /> <br />2. Additional Fees and Charges <br />The following table outlines additional fees and charges: <br /> <br />Report Customization & $200 for the first hour and $150 per <br />Querv SUDDort hour thereafter <br />Multiple Class database 25% of net support fees per live <br />support for more than 1 database <br />"live" database <br />Time and materials support $250 per incident up to one hour; $125 <br /> per hour thereafter; new releases <br /> available at 40% of prevailing software <br /> list Der release <br />Hardware support 10% of list price of all units purchased <br /> via CSS, min. $500 per site: includes <br /> next business day replacement of card <br /> printers, POS peripherals, scanners, <br /> etc.; coverage will not be provided for <br /> Dartial inventories <br />Non-CSS related issues Minimum $250 per incident up to one <br /> hour; $125 ner hour thereafter. <br /> <br />3. CSS Travel and Expense Policy: <br /> <br />· Per diems: CSS Consultants are credited $50.00 per day for <br />miscellaneous expenses including meals and local <br />ransportation (excluding car rental). <br /> <br />· Car rentals: CSS Consultants rent compact cars unless <br />extenuating circumstances necessitate a larger or more <br />powerful vehicle. The rates for such vehicles generally range <br />from $30.00 to $60.00 per day. <br /> <br />· Lodging: CSS Consultants stay in accommodation that <br />facilitates their ability to conduct business away from home. <br />Required facilities include laundry, [dry cleaning], dining, and <br />in-room modem connections. CSS secures lodging at <br />corporate rates for its cDnsultants. These rates generally range <br />from $75.00 to $150.00 per day. <br /> <br />4. Accreditation Discounts <br />Customers will be eligible for a 15% discount on net annual maintenance fees <br />should all of the following criteria be met: <br /> <br />· Approved dial-in access - For Class for Windows Customers, <br />the standard means Df dial-in access is Symantec's NDrton <br />pcANYWHERE for Windows. Microsoft's RAS Dr Citrix's <br />WinFrame Server is acceptable in situations where remote <br />control via pcANYWHERE is unavailable <br /> <br />· The ability of the Customer's Class System Administrator <br />contact(s) to communicate with CSS via the Internet for <br />purpDses of e-mail and file transfer <br /> <br />Class Software Services Agreement <br /> <br />Page 8 <br /> <br />Database Administrator - The Customer should have in-house database <br />expertise in the database platform used by the Class application, as <br />demDnstrated either by certification or course work, QI by equivalent <br />experience including the ability to install, maintain, backup and restDre, <br />troubleshoot, and Dptimize the database environment. It is expected <br />that where Customer qualifies for the AccreditatiDn Discount, the <br />Customer assumes full responsibility for maintaining the database <br />environment and the involvement of CSS Support will be infrequent. <br />Support required from CSS as a result Df a failure on the part of the <br />Customer to carry out these duties or tD use reasonable efforts to do so, <br />will be billable at CSS's then prevailing rates. <br /> <br />· Network Administrator - Customer ShDUld have in-house expertise in the <br />network operating system by which client workstations are connected to <br />the Class database, as demonstrated either by certificatiDn or course <br />work, QI by equivalent experience including the ability to install, maintain, <br />troubleshoot, and optimize the netwDrk. It is expected that where the <br />Customer qualifies for the Accreditation Discount, the Customer <br />assumes full respDnsibility for maintaining the network and the <br />involvement of CSS Support will be infrequent. <br /> <br />· Class System Administrator - The Customer should have a limited <br />number of Class System AdministratDrs who have been trained on all <br />CSS modules licensed by the Customer, and who are available to Vlork <br />with other users of the software. The Class System Administrators <br />should be able tD handle mDst of the basic questions from the users at <br />your organization. In the case of Class for WindDws Customers -the <br />Class System Administrators should be familiar with the version of <br />Windows in use on desktop PCs, be familiar with the setup and <br />installation of Class on client workstations, and know the administrative <br />login and password. When it is necessary to contact the CSS Support <br />Team the Class System Administrators should collect all the pertinent <br />information and call the Support Team on behalf of your Drganization. It <br />is expected that where the Customer qualifies for the Accreditation <br />Discount, the Class System Administrators will be responsible for all <br />communicatiDns to the Support Team and are able to make policy <br />decisions for the Customer, as they would relate to CSS. <br /> <br />07/11/00 <br />