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Support and Maintenance <br /> Support Services <br /> CivicPlus'on-site support team is available from 7:00 am to 7:00 pm CT to assist clients with any questions, concerns or suggestions <br /> regarding the functionality and usage of CivicPlus'CivicEngage and associated applications.The support team is available during <br /> these hours via CivicPlus'toll-free support number and e-mail.Support personnel will respond to calls as they arrive(under normal <br /> circumstances, if all lines are busy, messages will be returned within four hours; action will be taken on e-mails within four hours),and if <br /> Client's customer support liaison is unable to assist,the service escalation process will begin. <br /> Emergency support is available 24-hours-a-day for designated, named Client points-of-contact,with members of both CivicPlus'project <br /> management and support teams available for urgent requests. Emergency support is provided free-of-charge for true emergencies(ie: <br /> website is down, applications are malfunctioning, etc.), though Client may incur support charges for non-emergency requests during off <br /> hours(ie: basic functionality/usage requests regarding system operation and management).The current discounted rate is$175/hour. <br /> CivicPlus maintains a customer support website that is accessible 24-hours-a-day with an approved client username and password. <br /> Service Escalation Process <br /> In the event that CivicPlus'support team is unable to assist Client with a request, question or concern,the issue is reported to the <br /> appropriate CivicPlus department. <br /> Client requests for additional provided services are forwarded to CivicPlus'Client Care personnel. <br /> Client concerns/questions regarding CivicEngage or associated application errors are reported to CivicPlus'technical team through <br /> CivicPlus'issue tracking and management system to be addressed in a priority order to be determined by CivicPlus'technical team. <br /> All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus'organization at the <br /> discretion of the customer support liaison. <br /> Included Services <br /> Support <br /> • <br /> 7 a.m.—7 p.m.(CST)Monday—Friday Install Service Patches for OS <br /> • <br /> (excluding holidays) • System Enhancements <br /> 24/7 Emergency Support Fixes <br /> • Dedicated Support Personnel • Improvements <br /> • Usability Improvements • Integration <br /> • Integration of System Enhancements Testing <br /> • Proactive Support for Updates&Fixes Development <br /> • Online Training Manuals • Usage License <br /> • Monthly Newsletters <br /> • Routine Follow-up Check-ins <br /> • CivicPlus Connection <br /> CivicPlus Service Level Agreement <br /> CivicPlus will use commercially reasonable efforts to make the CivicEngage available with a Monthly Uptime Percentage (defined <br /> below) of at least 99.9%, in each case during any monthly billing cycle (the "Service Commitment"). In the event CivicPlus does not <br /> meet the Service Commitment,you will be eligible to receive a Service Credit as described below. <br /> V. PPH 03.01.16-0001 <br /> Page 2 of 4 <br />