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EXHIBIT 3 TO SERVICE SCHEDULE <br /> TERMS AND CONDITIONS <br /> 1. MAINTENANCE AND SUPPORT <br /> The Client appoints TNS on an exclusive basis to provide the Services to the Client in accordance with the terms of <br /> this Service Schedule and the Agreement. <br /> TNS shall provide maintenance and support services to the Client in accordance with Exhibit 4 hereto. <br /> The Client will designate for the Primary Support Site a single person to be the Support Contact and a backup Support <br /> Contact(together,the"Support Contact")who will liaise between the Client and TNS for matters related to <br /> the Maintenance and Support of the Service and the Client will use its best endeavors to ensure that only the <br /> Support Contact liaises with TNS regarding such matters. <br /> Upon notification from the Support Contact(or if that person is not available,some other person in their place)of: <br /> 1.1.1. a request for support; <br /> 1.1.2. a failure of the Services to perform correctly;or <br /> 1.1.3. a request for an enhancement to the Services; <br /> TNS will,within a period specified in the service levels in Exhibit 4 to this Service Schedule,use its best endeavors to <br /> provide the required response. <br /> TNS shall use its best endeavors to comply with the service levels in Exhibit 4 of this Service Schedule. <br /> The Support Services shall be provided per Exhibit 4 of this Service Schedule; <br /> If agreed between TNS and the Client,TNS will provide onsite Support Services at the Primary Support Site during <br /> Business Hours of the Client at the Onsite Support Fee rate specified in the Exhibit 2. All reasonable travel <br /> and accommodation costs incurred by TNS in relation to providing such support shall be borne by the <br /> Client. <br /> Support Services will be provided by TNS,as agreed between TNS and the Client,outside the Business Hours at rates <br /> set out in the Exhibit 2 for After Hours Support Fee. <br /> Where the Client requests Support Services from TNS and TNS determines,after appropriate investigation,that the <br /> problem is not caused by the Services or the subject matter does not involve the Services,then TNS shall be <br /> entitled to charge the Client the External Issue Call Out Fee as specified in Exhibit 2 plus time spent on the <br /> support request at the following rates: <br /> 1.1.4. Where the support request is received during Business Hours,the External Issue Support Fee as <br /> set out in Exhibit 2 shall apply. <br /> 1.1.5. Where the support request is received outside Business Hours,the After-Hours Support Fee as set <br /> out in Exhibit 2 shall apply. <br /> 2. SUSPENSION/TERMINATION <br /> TNS may immediately suspend the provision of the whole or any part of the Services until further notice on written or <br /> oral notice to the Client if: <br /> 14 <br />