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