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EXHIBIT "C" <br />Software Support and Maintenance Provisions <br />For the various LucityTM software programs listed in Exhibit "B", Lucity agrees to furnish to the Licensee <br />resources and perform various professional services related to on-going software technical support and <br />maintenance as outlined in this Exhibit "C". <br />Constant Connection Program Resources and Services <br />On-going software technical support and maintenance resources and services provided through the Lucity <br />Constant Connection Program are summarized in the following attachment titled "LucityAM Technical <br />Support and Software Maintenance". <br />Constant Connection Program Fees and Renewal <br />Named Products Licensing. The fee basis for "Year 1" of the Lucity Constant Connection Program is <br />twenty percent (20%) of the total non -discounted software license fees for covered products. For the <br />software programs listed in Exhibit "B", Year 1 will be for the period of twelve (12) months following <br />software delivery. <br />Access to Lucity Constant Connection Program resources and services in subsequent years is renewable <br />annually for the software programs by mutual agreement and is subject to an inflationary increase not to <br />exceed two and one-half percent (2.5%) each year. <br />Constant Connection Program Levels of Services <br />Our goals are to provide customers immediate response during regular Help Desk hours (Monday — <br />Friday, 7:00 am -7:00 pm CST), and resolve issues as soon as possible. An outline of our <br />categorization/prioritization of support issues and formal response/resolution commitments follows. <br />• Critical Issues <br />- Customer is unable to use a LucityAM application, or system component has a failure <br />such that normal work operation is significantly impacted (e.g., users cannot open Work <br />Orders) <br />- Response time to acknowledge issue and begin working on corrective action within two <br />(2) business hours <br />- Commitment to continue working on problem until resolution, or an acceptable <br />temporary fix (i.e., patch) is deployed <br />• Standard Issues <br />- Issue exists with an application but majority of functions are still usable and some <br />reasonable circumvention or work -around is possible to provide service, or failing <br />function or work -around does not significantly impact normal work operation <br />- Response time to acknowledge issue no more than four (4) business hours <br />- Provide resolution with next upgrade release (new versions, service packs or patches), <br />and not more than ninety (90) business days (unless otherwise agreed between customer <br />and Lucity) <br />• Minor Issues <br />- Issue does not affect an application's function (e.g., text of message or report is poorly <br />worded or misspelled) <br />- Response time to acknowledge issue no more than eight (8) business hours <br />- Provide resolution with next two upgrades, and not more than one -hundred and eighty <br />(180) business days (unless otherwise agreed between customer and Lucity) <br />LucityAM Version Support Policy <br />Details about version support policy can be found here — <br />https://lucitv.zendesk.com/hc/en-us/articles/202489370-Version-Support-Details. <br />Page 1 of 1 <br />15 <br />