GTECHNA 8/22/2018 - Laserfiche WebLink

2017-Support Services Agreement 1. General information This document defines the elements of GTechna's Support Services(SSA)for its Customers.The conditions stipulated in this document come into force at the moment when the software of GTechna is considered to be operational following the completion of the work of implantation and final acceptance of the works by the Client. Maintenance and support covers all software components of the solution implemented in their current and future versions for the duration of the contract and as long as the customer regularly pays the maintenance and support fees. If Customer pays maintenance and support fees,GTechna is committed to providing resources with the knowledge and skills required to perform the services described and to ensure the maintenance and support of the software according to the client's context. 2. Definitions In this SSA the words set out below will have the following meanings: • Business Day shall refer to 9:00 a.m.to 5;00 p.m.(EST) Monday,Tuesday,Wednesday,Thursday and Friday except for statutory holidays • Statutory Holidays—the following days are the statutory holidays that Gtechna's Offices are closed: • New Year's Day—January 1"if it falls on a weekday,else the Monday following; • Good Friday—The Friday before Easter Sunday; • National Holiday—The first Monday preceding May 25th; • National Holiday—June 24th if it falls on a weekday,else the Mondayfollowing; • National Holiday—July 1st if it falls on a weekday,else the Monday following; • Labour Day—1st Monday inSeptember; • Thanksgiving—2nd Monday in October; • Christmas Day—December 25th if it falls on a weekday,else the Monday following Christmas Day; • Software means all software supplied to the Client by Gtechna; • Incident means any Client query,defect,problem or error regarding the Software or Equipment the Client purchased or leased from Gtechna. 3. Description of the expected service In general,after-sales service included in the contract must include the following: • Software updates(including but not limited to microcodes,patches,updates and new versions of management tools,configuration tools,updates,and new drivers); • Technical support; • Troubleshooting and error correction; • Solving technical problems; • Documentation. GTechna will provide a periodic description of the maintenance activities(daily,weekly,monthly or on request)as required for all software components of the solution. City of Everett/Gtechna Software Agreement Page 27 7/25/2018