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Exhibit 2 <br />Standard Support and Maintenance Services — Standard Guidelines <br />The purpose of this Exhibit 2 is to provide our customers with information on our standard <br />coverage, the services which are included as part of your annual software support, a listing of <br />call priorities, an outline of our escalation procedures and other important details. <br />Harris reserves the right to make modifications to this document as required; provided, however, <br />Harris shall not reduce the scope of support provided hereunder without the prior consent of the <br />Organization. <br />The services listed below are services that are included as part of your software support. <br />• 800 Toll Free Telephone support <br />• Software for Life <br />- Guaranteed Support on your existing applications for life <br />- Scheduled assistance for installations, upgrades and other special projects (there may <br />be charges depending on the scope of work) <br />• Technical troubleshooting and issue resolution <br />• E-mail support call logging and notification <br />• eSupport access 24 x 7 with the following on-line benefits: <br />- Log and close calls <br />- View and update calls <br />- Update contact information <br />- Access published documentation <br />- Access available downloads <br />- Access Support knowledge base <br />- Participate in Discussion Forums <br />• Standard software releases and updates <br />- Defect corrections (as warranted) <br />- Planned enhancements <br />- State and/or Federal mandated changes (charges may exist depending on scope) <br />- Participation in beta program <br />- Release notes <br />• Customer Care Program <br />- Quarterly News Letter with support tips <br />- Technical support bulletins <br />- Communication on new products and services <br />- On -site visits (as required) <br />• Design review for potential enhancements or custom modifications <br />• Ability to attend the annual customer conference (attendance fees apply) <br />