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C0urtVIEW <br /> JUSTICE SOLUTIONS <br /> SCHEDULE 2 <br /> MAINTENANCE TERMS <br /> 1. SUPPORT SERVICES <br /> Customer will authorize and identify a reasonable number of contacts who may initiate <br /> support with CJS. These named users must be technically capable and familiar with the <br /> products covered under this agreement. Customer will perform basic troubleshooting before <br /> contacting CJS to eliminate issues caused by other variables such as applications, power, <br /> hardware, security, infrastructure, and environment. CJS reserves the right to decline <br /> support to Customer named users not authorized to initiate support. <br /> CJS will provide support after confirming Customer has been unable to resolve the issue <br /> through its own troubleshooting. Once the reported problem can be reproduced and <br /> documented, and resolution identified such as assistance provided over the phone, <br /> application working as documented, configuration change, or programming change, the <br /> ticket will be closed. If a programming change is required, the ticket will remain open until <br /> the updated fix is delivered in a future release. <br /> Maintenance includes bug fixes and telephone support and may include, if they are made <br /> available by CJS, software updates. <br /> 2. CORRECTION OF DEFECTS <br /> In the event the Customer encounters an error and/or malfunction ("Defect") in the CJS <br /> Software because it is not conforming to documentation provided by CJS, it shall <br /> communicate the circumstances and any supporting information to CJS. Upon receipt, CJS <br /> will respond as follows: <br /> A. In the event that, in the mutual and reasonable opinion of CJS and the Customer, there <br /> exists a Defect that does not constitute a serious impediment to the normal intended <br /> use of the CJS Software, CJS will correct the Defect and distribute the correction to <br /> the Customer in accordance with CJS' normal software revision schedule. <br /> B. In the event that, in the mutual and reasonable opinion of CJS and the Customer, there <br /> exists a Defect that does constitute a serious impediment to the normal intended use <br /> of the CJS Software, CJS will take such steps as are reasonably required to correct <br /> the Defect promptly. <br /> 3. SOFTWARE REVISIONS AND NEW VERSIONS <br /> A. CJS Software may be revised by CJS as a result of(i) emergency correction of Defect, <br /> (ii) periodic correction of Defects and/or (iii) the release of upgrades or improvements <br /> or modifications designed to improve the performance of the CJS Software and/or to <br /> increase the capabilities of the CJS Software (hereafter"Revisions"). <br /> Revisions will be provided at no additional charge during the term of the Software <br /> Maintenance Agreement. <br /> B. New versions ("New Versions") of the CJS Software may be issued by CJS from time <br /> to time (excluding 3rd party software). A New Version substantially changes the <br /> architecture and/or coding structure of the application, and the New Version is not <br /> December 2015 8 of 10 <br />