GTECHNA 8/22/2018 - Laserfiche WebLink

2017-Support Services Agreement 12. Statement of Intent The aim of this agreement is to provide a basis for close co-operation between Gtechna and the Client for Support Services to be provided by Gtechna to the Client,thereby ensuring a timely and efficient resolution to any Incidents encountered by the Client in the use of Gtechna's products. This agreement is contingent upon each party knowing and fulfilling its respective responsibilities and fostering an environment conducive to the achievement and maintenance of targeted service levels. 13. Objectives of Support Services Agreement • To create an environment of cooperation between Gtechna and the Client to ensure effective support for the Client's end users; • To document the responsibilities of the Parties taking part in the Agreement; • To ensure that the Client achieves the provision of high quality of service for its end users with the full support of Gtechna; • To define the services to be provided by Gtechna and the level of service; • To detail the information Gtechna requires from the Client in order for Gtechna to begin its investigations of Incident; • To provide a common understanding of service requirements/capabilities. 14. Term of Agreement Unless specified otherwise,this SSA will commence at"System Go Live"for a year without fees(for new customers)and will continue as long as the Maintenance Contract is in effect and the payments applied to this SSA are maintained.GO live is defined by the use of the software and/or equipment by the customer to generate any official transaction. Gtechna will honor the terms of this agreement so long as payments for the SSA are upheld. is. Software Acceptance Test Procedure The success of a project is defined by the acceptance of deliverables by the customer.To determine the success of the project,deliverables shall be mutually listed and described and success criteria must be determined in advance by having for each deliverable an acceptance test properly described.This will be discussed between the project managers of each party at the beginning of the project when it is time to address the Statement Of Work key elements.At the end of the Acceptance Test Procedure,the customer will issue a written notice to Gtechna to indicate a level of satisfaction with the use of the product according to established criteria. 16. Service Levels The success of service agreements depends fundamentally on the ability to communicate credible and reliable information. • Firstly,a clear chain of communication between Gtechna and the Clients,with key player's name,phone number and title must be defined.See Annex"A"and"B". • Second,a clear matrix of responsibility"who does what"with reference to the specific of the customer environment is essential.Gtechna support is breakdown in Levels 1,2,3 as shown on the following schematic. Level 2 and I.evel 3 are exclusives to Gtechna but in some instance,Customer/Partners may support Level 1 in part or in whole.See annex B. City of Everett/Gtechna Software Agreement Page 30 7/25/2018