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<br />location of the System to remotely <br />troubleshoot the System with the Uniguest <br />technician over the phone and provide <br />limited and reasonable non -technical <br />assistance, such as checking to see if <br />cables have been disconnected, installing <br />toner cartridges and paper, implementing <br />basic workarounds, reading indicator lights, <br />rebooting the hardware and opening tickets <br />with any of Customer’s 3rd party vendors as <br />required. <br />Should remote troubleshooting not be <br />sufficient to fix the problem, Uniguest may <br />deem it necessary to have the equipment <br />returned to Uniguest for further diagnosis <br />and repair as defined in the “Hardware <br />Repair Program” below. <br />Uniguest will provide service and support of <br />the Uniguest core software, interfaces and <br />proprietary Uniguest systems or solutions. <br />Uniguest will provide basic support <br />Uniguest will use commercially reasonable <br />efforts to investigate problems reported to <br />it. Subject to the exceptions set forth in <br />section 9 below, if Uniguest determines that <br />the problem is the result of a reproducible <br />error, defect, or malfunction in the Uniguest <br />Software, Uniguest will make <br />reasonable efforts to correct the problem. A <br />Uniguest representative will provide the <br />applicable end user with a correction, a <br />report/determination that further research is <br />required, or confirmation that the system <br />works per design specifications. <br />If a reproducible error is not correctable, then <br />a correction for the error will be incorporated <br />in the next release or update of the Uniguest <br />Software, if practical. <br />The following services are not covered as <br />part of the Maintenance Services: <br />Maintenance of facilities external to the <br />Uniguest Software, Systems or Services; <br />hardware support; questions regarding <br />hardware installation, support or <br />maintenance, telecommunications systems. <br />Repair or damage resulting from malfunction <br />of electrical power or heating, ventilation and <br />air conditioning; water damage; fire damage; <br />theft; integration of the Uniguest Software <br />with non-compatible systems or software; <br />misuse or improper use of the Uniguest <br />Software (including without limitation any use <br />not specifically authorized in the agreement <br />or any related documentation); vandalism; <br />civil commotion or war; or any combination <br />thereof. <br />Support for altered or modified Uniguest <br />Software, other than that altered or modified <br />by Uniguest and/or authorized agents of <br />Uniguest; support for versions of the <br />Uniguest Software that have been <br />superseded by a new release (provided that <br />Uniguest will continue to support superseded <br />versions for a reasonable period, not to <br />exceed 45 days).