GTECHNA 8/22/2018 - Laserfiche WebLink

2017-Support Services Agreement 18. GTECHNA Support Hours of Services Gtechna offers telephone coverage 24/7 for critical Incidents with an immediate response time.Other Incidents are worked per the following rules: • Regular Business Days—During Office Hours—Monday to Friday 9:00 a.m.to 5:00 p.m.(EST); o Email—Monitored&responded within one business day; o Telephone—Normally answered when called.Voice messages are monitored and responded to within 30 min throughout the day; • Regular Business Days—Outside Office Hours—Monday to Friday 5:00 p.m.to 9:00 a.m.(EST); o Email—Monitored&responded within one business day; o Telephone-Normally answered when called.Voice messages are monitored and responded to within 30 min.; • Weekends-Friday 5:00 p.m.to Monday 9:00 a.m.(EST); o Email—Monitored&responded within next business day; o Telephone-Normally answered when called.Voice messages are monitored and responded to within 1 hour; • Statutory Holidays—From 5:00 p.m.on the eve of the Statutory Holiday until 9:00 a.m.the morning following the Statutory Holiday(EST); o Email—Monitored&responded within next business day; o Telephone-Normally answered when called.Voice messages are monitored and responded to within 1 hour; 19. Equipment repair (RMA) If it is determined that Equipment sold or leased to the Client by Gtechna is in need of repair after one year of usage(first been under normal warranty),this SSA will provide free repair. • Gtechna will issue the Client an RMA number(Return Merchandise Authorization); • The Client,at its expense,will ship the defective Equipment to the repair depot as designated by Gtechna; • Gtechna,at its expense,will ship repaired equipment to the Client within the supplier normal delays; • Equipment sold by Gtechna includes high tech items and repairs cycle time is up to 8 weeks; • Therefore we recommend customer to buy 5%on site spares units for quick turn-around. 20. Equipment Updates Generally speaking,under normal circumstances,the Client has initially purchased or leased the latest Equipment offered by our Equipment Suppliers.This Equipment will eventually age and Clients may decide,at some point in time,to purchase either additional units of the same model or opt for the latest model available.Equipment Suppliers could also declare various models End of Life(EOL)and provide various options from their product line to upgrade to and a timeline by when this would be necessary. • The products of the Equipment Suppliers are in various stages of their life cycles.Gtechna is not privy to its Suppliers product plans.Gtechna as such has no prior knowledge when a Supplier decides to EOL one of its products.Gtechna will advise Clients as soon as they are notified by its Equipment Suppliers that one of its products has been declared EOL; • Gtechna will advise the Client of the expected impact upon the Client and propose the options available for managing the EOL; • If the Client purchases from Gtechna additional Equipment of the same model already in use,Gtechna charge minimal costs related to the installation.The Client would still have to pay for any additional Software Licenses, as applicable; gtechna,a division of ACCEO Solutions Inc. 7075 Place Robert-Joncas 04101,Saint Laurent,QC H4M 2Z2 9 334 Cornelia St.,suite 549 Plattsburgh,NY 12901