GTECHNA 8/22/2018 - Laserfiche WebLink

2017-Support Services Agreement 4. Management software upgrades and updates GTechna specifies the differences between an upgrade and an update. Upgrade:This is a major and stand-alone version of software.Upgrades are different from an update because they do not resolve problems but move a version to the next level by often adding features to the software and are not free.In familiar language,we can speak of a migration. Update:An update allows the Client to update the reference version of software,but does not allow upgrading to the next reference version(if there is one).In the case of the update,this is a free program that solves some problems and allows to; • Fix hugs or problems that slow down the software; • Add support for new devices that is usually due to constant hardware upgrades after launching software; • Generally incorporate patches that improve stability,compatibility and security. GTechna will deliver to the Customer all updates of the software components of the solution and proposed for the duration of the maintenance contract.GTechna is committed to providing all the corrections that will have been made to the software components as soon as they become available.GTechna is committed to supporting a major version (version N)of the software components as well as the previous major versions(version N-1). 5. Troubleshooting and Correcting Programming Errors GTechna offers a toll-free support line,a Customer web site and an e-mail address for service calls in the event of a breakdown,and agrees to deploy the effort required to correct any programming errors in the solution provided that: • Such a programming error has been reported by the Customer who will have specified the nature of the errors found and the circumstances in which they have been established; • GTechna observes such a programming error; • The product has been used in accordance with its documentation and GTechna instructions; • The product has been used according to GTechna's specifications with respect to the computer environment in which it will be used; • The Customer or any third party has not modified the product in any way. A programming error is a defect in the software that causes the software not to function according to its documentation. GTechna will provide all software corrections to the Customer at no additional charge for the duration of the contract. 6. Service calls GTechna offers a service to receive service calls via a toll-free telephone line,an e-mail address and a website for customer support.When an Incident is detected by the Customer,a call must be made immediately to GTechna to request that the problem be taken care of.At the same time,the problem is recorded in a computerized Incident Management System. Unless otherwise stated,only the identified personnel of the Client may make a service call to GTechna. The support service is available according to the ranges identified in the SLA section(section 16).If necessary,the Customer's resources will be properly trained by GTechna to act as the Customer's contact with GTechna.There is no limit to the number of calls the Customer may make to obtain technical support from GTechna.Once diagnosed,GTechna is committed to restoring and maintaining the initial performance of the components within the set deadlines.The details of this commitment are described in the SEA section. In the event that it is difficult to diagnose the cause of a problem from a software or hardware component,GTechna will take care of the problem,invest resources and assume leadership in defining the cause of the problem. If the problem is resolved by another party,GTechna will note this situation and will immediately notify the Customer Manager to report the defect to the other party. City of Everett/Gtcchna Software Agreement Page 28 7/25/2018