CivicPlus Inc 10/9/2017 - Laserfiche WebLink

Exhibit"A" Services Provided Services provided by CivicPlus to the Client under this agreement include the following: • Access—CivicPlus hereby grants a nonexclusive license during the term of the Agreement for the Client and patrons of the Client programming to access, use and display CivicPlus' online registration service (the"Portal"). Excluding occasional maintenance, the Software shall be available 24 hours per day, seven days per week with a guaranteed uptime of 99%. If during any calendar month uptime is less than 95%,then Client may terminate this agreement effective on written notice to CivicPlus delivered no later than the 10th day of the next month. If the termination occurs during the first year of services, CivicPlus will promptly deliver a prorated refund(calculated on a monthly basis) of all payments made to CivicPlus under this agreement. If the termination occurs after the first year of services, CivicPlus will promptly deliver a prorated refund(calculated on a monthly basis) of the software fee for that calendar year. The Portal is accessible via the public Internet from any device with an Internet connection. There is no limit to the number of organization users and participants that can enroll using the Portal. • Online Registration—The CivicPlus registration engine through which the Portal is accessed can be integrated with Client's website. CivicPlus will format a registration page to match the colors and theme of the rest of Client's website. Client would then display a link on its own page that would seamlessly redirect the user to a secure page on the CivicPlus server. • Documentation-All CivicPlus startup and user's guides are maintained electronically in the system and can be accessed through the"Help Center"from within CivicPlus. CivicPlus does not provide paper copies of its guides and help files. • Data Backups—CivicPlus currently performs backups daily of all of its data(6:00 AM). In case of emergency, CivicPlus may restore data to the point of the previous backup. • Enhancements—New features will be added to CivicPlus throughout the term of this Agreement. Client will have full access to all of these new features without additional charge. Client is also encouraged to submit change requests as they see opportunities for improvement. CivicPlus will attempt to implement any and all changes that improve the value of CivicPlus to all of our Clients at no charge. Thereafter, Client will be charged a development fee at a$100 hourly rate for custom requests. All work will be estimated and agreed upon in writing by the parties hereto prior to work start. • Client Support—CivicPlus shall provide an online utility for problem reports and change requests. Client may also reach CivicPlus by phone at 1-800-335-1863 between the hours of 7:00 AM and 7:00 PM CentralStandard Time,Monday through Friday and excluding national holidays. E-mail support is also available at support@CivicPlus.com.After-hours support is often available but is not guaranteed. Emergencies will be handled as soon as possible. Enhancement requests will be queued based on priority and implemented on a schedule. CivicPlus shall have sole and absolute discretion as to whether support requests exceed reasonable use or exceed the scope of services outlined in this Agreement. If the parties hereto cannot agree on levels or limits of acceptable support use,then each party hereto has the option to terminate this Agreement as outlined in Paragraph 4.