GTECHNA 8/22/2018 - Laserfiche WebLink

2017-Support Services Agreement • If the Client purchases a new model of the current Equipment or opts for Equipment from a different manufacturer,the Client will pay for all related upgrade costs in this regard. 21. Software update Where the Client has initially purchased or leased the latest major release of the software solution offered by Gtechna,the software will evolve during the life of this agreement and will be kept up-to-date with various releases. Major releases are free of charges and are deployed when necessary to keep system performance. 22. GTECHNA Primary Responsibilities Gtechna is responsible for providing support services for the investigation and resolution for all Incidents encountered by the Client related to the products Gtechna sold or leased to the Client. More specifically,Gtechna is responsible to: • Diagnose Incidents which occur to the Software and Equipment and use all reasonable efforts to provide fixes as promptly as possible; • Keep the Client apprised of the current status of reported errors and the efforts to resolve them on an ongoing basis; • Effect deliveries of software fixes to the Client via a remote connection In situations where GTechna hosts the Client's Operations,Gtechna will: o Monitor the hosting services on an ongoing basis to maximize continuous operations; o Monitor the hosting services to ensure performance is at its peak; o Perform regular daily hack-ups of all files necessary for the running of the software sold to the Client by Gtechna in the event a restore is required. Gtechna proposes to review,on a schedule mutually determined,the performance of the support team in the delivery of services and to implement the necessary measures in the event where improvements are needed. 23. CLIENT Primary Responsibilities The Client will provide a prime and secondary Contact(s)through which all reported problems encountered by the Client would be funneled for subsequent notification to Gtechna.These individuals must have a working knowledge of the software and equipment and will be responsible managing user access,and for recording and reporting of problems.The Client is responsible for providing services for the recording,referral and resolution of all faults encountered by end users throughout the Client's operation.The Client will refer all problems to Gtechna in a timely manner using the outline below to describe the problems: • Date/Time Reported; • Reported by; • Software affected; • Equipment affected; • Problem Description-examples/pictures/screen shots,as available; • Serial Number of Equipment on which Problem was detected; • Statement of Impact on Client Operations; • Other pertinent information(as appropriate). The Client will supply Gtechna with reasonable remote electronic access to the Equipment,Software,or any computer hardware where the software and data files may reside in order that Gtechna can investigate reported problems. The Client must report defective equipment and request an RMA immediately upon observing a defect or malfunction in order to prevent the accumulation of Equipment requiring repairs that may impact the delay in receiving a replacement. gtechna,a division of ACCEO Solutions Inc 7075 Place Robert-]oncas #M101,Saint Laurent,QC H4M 2Z2 10 334 Cornelia St,suite 549 Plattsburgh,NY 12901 www.ctechna,com