Res 1999-168 - Laserfiche WebLink

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7. Software release support for applications that are not on the most current version. Software Updates and Modifications The Total System Support Program includes software updates upon request. Updates are Itron generated changes to the software feature set that maintain conformance to the MV- RS WIN User Guide Document and result in a new release number. Modifications are Customer requested changes to the software that cause it to differ from the definition in the MV - RS WIN User Guide Document. Modification requests are submitted to Itron in writing and include the appropriate modified pages from the MV-RS WIN User Guide Document. If the modification is significant in size or scope, Itron may elect to send a Project Manager on-site to finalize the design of the modification. If it is determined that the modifications are to be performed, Itron will submit a bid that includes programming, documentation, testing, implementation and on-going service. EQUIPMENT SUPPORT Hardware support is performed by the Itron Service Centers. Through these services, Itron provides the labor and material necessary to maintain the equipment in accordance with the published product specifications. Removable batteries are covered under the Total System Support Program. In addition to diagnosing, isolating and repairing the specific equipment problem cause, under the Total System Support Program hardware items returned for repair undergo a process of full refurbishment that includes preventive servicing, bum-in, testing and the automatic incorporation of all appropriate product updates. In order to ensure that all appropriate equipment receive adequate preventive service, Customers may arrange through the Customer Support Analyst for the periodic refurbishment of equipment not otherwise serviced annually. Itron provides a seventy-two hour in-house turnaround for handheld computers and five day in-house turnaround for all other equipment arriving at the Service Center during normal business hours. Service Center hours of operation are Monday through Friday, 8:00 a.m. to 4:30 p.m. local time, excluding holidays. Should the Service Center be unable to meet the turnaround time by completing service on the Customer's own equipment, upon request, Itron will ship to the Customer loaner equipment. Equipment loaned to the Customer to fulfill the turnaround commitment must be returned to Itron seven days after the Customer's own serviced equipment is shipped from Itron or a rental charge is assessed, with a minimum one month charge. In addition, Itron will provide "emergency loaner equipment" to Customers in the event of an unanticipated equipment shortage, as long as the Customer maintains the recommended equipment sparing levels. "Emergency loaner equipment" must be returned to Itron within fifteen days after being shipped to the Customer or a rental charge is assessed, with a minimum one-month charge. TSSP Policy (MV-RS) - 3/99 Page 3