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✓''Clever Devices <br /> Category 2 Issue: Category 2 issues are defined as minor system failure(s). A minor system failure is <br /> defined as any failure that prevents a subsystem from being used efficiently. <br /> Category 2 issues are assigned a lower priority (than Category 1) and when <br /> resolved, will be corrected by a patch included in the next maintenance update <br /> release. <br /> 4.6 TRACK AND RESOLVE ISSUE <br /> Clever Devices utilize a tracking system to manage and store Customer issues, reported defects and any <br /> new features, and improvements made during our software development lifecycle. Once categorized, <br /> issues will be entered into the tracking system and monitored through closure. The issue-tracking system <br /> will assign a Resolution Tracking Number that will be provided to Customer. Upon discovery of an error, <br /> and if requested by Clever Devices, Customer agrees to submit a listing of any data, including data log files, <br /> so we may reproduce the error and the operating conditions under which the error occurred or was <br /> discovered. <br /> 4.7 REMOTE SUPPORT <br /> With permission from City of Everett, Clever Devices will provide Customer with remote support as <br /> necessary, using a secure Virtual Private Network (VPN) connection. Through this connection Clever <br /> Devices will have the ability to logon to Customer's internal network and then access the deployed <br /> system(s) to assess and diagnose issues, update code, or deliver bug fixes. <br /> Clever Devices agrees to comply with the Customer's ITS connection policy, barring the policy and <br /> procedure does not impede troubleshooting or functionality of Clever Devices' system. Clever Devices will <br /> not access Customer's internal network for any purpose other than technical online support, as provided <br /> in this proposal. <br /> 4.8 ADDITIONAL SERVICES <br /> In support of the Software Product(s), Clever Devices may provide additional services, per Agreement with <br /> the Customer, subject to payment of their normal charges and expenses. Additional Services may include <br /> Upgrade and Update Clever Devices can offer assistance to help City of Everett test, install and <br /> Installation/ operate each new release of licensed Software Products.This assistance will be <br /> Deployment Labor: quoted at the time of each request unless contracted for on an annual basis. <br /> Custom Clever Devices will consider and evaluate the development of additional <br /> Enhancements: enhancements for specific use and will respond to requests for additional <br /> services pertaining to the Software Product. Each response for an <br /> enhancement will include a cost to produce the enhancement. <br /> Integration: Integration with third-party software initially, or resulting from changes or <br /> updates to those products,will be quoted upon request. <br /> 4.9 EXCEPTIONS <br /> The following are not covered by this Software Maintenance Agreement: <br /> • Any problems resulting from failures of the hardware platform on which the software is installed, <br /> or problems resulting from hardware or network devices connected or installed on the hardware <br /> platform on which the software is installed. <br /> • Any problem resulting from misuse, improper use, alteration, or damage of the Software <br /> Product(s). <br /> • Errors in any version of the Software Product(s) other than the most recent update delivered and <br /> deployed to Customer. <br /> Page 8 SWARV20190220 <br />