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<br /> 7611 <br /> EXHIBIT "B" - SERVICES <br /> 1. MAINTENANCE <br /> (A) Problem Notification and Diagnosis <br /> Client shall notify Heron, Inc. in writing (which shall <br /> include facsimile transmissions) and Heron, Inc. shall perform <br /> the services set forth below. Client may also telephone <br /> Heron, Inc. for the purpose of clarification and discussion <br /> and/or to give advance information to Heron, Inc. prior to <br /> Heron, Inc.' s receipt of written notice. <br /> (B) Problem Correction <br /> Heron, Inc. shall use best efforts to provide Updates to <br /> correct reproducible material errors or malfunctions in a <br /> timely manner after notification by the Client. Heron, Inc. <br /> shall make such changes and updates as are required to correct <br /> Licensed Software errors without additional charge to Client. <br /> Heron, Inc. shall furnish updates in the form of either a <br /> program temporary fix or a workaround if the urgency of the <br /> prob1em so requires. <br /> (C) Telephone Consultation ~ <br /> Heron, Inc. shall make available to Client reasonable <br /> telephone support during Heron, Inc. 's normal business hours <br /> in the implementation and/or utilization of the Licensed <br /> Software by Client. <br /> 2. ERROR CORRECTION <br /> (A) Heron, Inc. shall notify Client by Telephone and follow up in <br /> ~- writing of the status of in the Licensed Software <br /> errors <br /> reported by Client and the pr<;>gress made by Heron, Inc. in <br /> rectifying the same. <br /> (B) When notified by Client of a Licensed Software defect Heron, <br /> Inc. will use its best efforts to respond to such notification <br /> in accordance with the Response Times set forth below. Heron, <br /> Inc. will issue to C1ient a software correction immediately <br /> upon completion of the same in accordance with the timescales <br /> set forth below. <br /> (C) If the problem remains unresolved by the Time to Start <br /> Escalation Process as set forth below, Heron Inc. will assign <br /> a Problem Manager. <br /> (D) If the error is still unresolved after the Target Fix Times as <br /> set forth below, the error and its resolution by Heron, Inc. <br /> will be escalated to Heron, Inc. senior management for <br /> immediate action. <br /> 9 <br />