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Master License Agreement Page 12 of 16 <br />HOTLINE questions related to the problem. BlueConduit will exercise commercially reasonable efforts to <br />resolve Severity 3 problems in future maintenance releases. <br />In the event BlueConduit fails to meet the resolution times established above for Severity levels 1, 2 and 3 <br />for Remedial Support, Licensee shall have the right to escalate the unresolved Error in the Software and/or <br />Services to BlueConduit’s VP of Global Support. Such escalation request will be submitted by Licensee to <br />BlueConduit’s Support Center HOTLINE. <br />B.Maintenance <br />1.At no additional costs for Licensee and Licensee‘s Affiliates, BlueConduit will provide Software <br />updates and enhancements to Licensee as the same are offered by BlueConduit to its <br />licensees of the Software under maintenance generally ("Updates"). <br />2.Updates will be provided on an as-available and business-ready basis, unless explicitly <br />requested by Licensee, and may include the items listed below: <br />•Bug fixes; <br />•Performance enhancements to Software. <br />C.Hotline Support <br />Licensee may contact BlueConduit’s Support Center HOTLINE for Hotline Support (as defined below) in <br />the event their Authorized End User(s) are having problems or difficulties with the Software, such as <br />creating or solving models. Licensee and Licensee’s Affiliates shall appoint no more than eight (8) contact <br />persons total (not exceeding the number of Licenses) being employees of Licensee or Licensee’s Affiliates, <br />who are Authorized End User(s) with Desktop or SaaS Designer (Modelers, App Builders, and Visualizers) <br />licenses (“Product Administrators”) to request support of the Software. <br />Excluding Remedial Support (as defined above), general questions associated with the use of the Software <br />and Consulting Services, shall be defined as “Hotline Support” and shall be deemed as Severity 3 or lower, <br />as per the Severity levels outlined in Section B above. BlueConduit shall only accept and respond to Hotline <br />Support requests coming from Product Administrators. Licensee acknowledges and accepts that any <br />problems or requests from the SaaS User or Viewer Authorized End User(s) shall be handled by Licensee <br />internally and addressed to the Licensee’s SaaS Authorized End User(s). BlueConduit shall respond to a <br />reasonable number of Hotline Support requests from Licensee ’s Product Administrators, at BlueConduit’s <br />discretion. BlueConduit reserves the right to limit the number of or decline any requests and charge <br />Licensee for such support. Licensee acknowledges that this Hotline Support is meant to be occasional, <br />short-term help with problems or difficulties related to use of the Software and that it is not designed to <br />replace any Consulting Services or to act as comprehensive or unlimited support. <br />Hotline Support excludes Consulting Services, as defined in the Agreement, and BlueConduit reserves the <br />right to charge Licensee for any such number of hours of Consulting Services that Licensee incurs through <br />the Hotline Support. Any additional support time that is required will be charged at an hourly rate, subject <br />to Licensee’s written approval being received before it is incurred. <br />2.LIMITATIONS ON MAINTENANCE AND SUPPORT <br />A.BlueConduit will provide support services for the current release of Software. <br />B.Support services do not include resolution of issues if and to the extent caused by or resulting from <br />Licensee’s other software, network connectivity, infrastructure, or similar issues. Without limiting the <br />foregoing, BlueConduit shall have no obligation to provide support, if and to the extent (i) the use of <br />the Software is not in accordance with the Agreement , the system requirements, or the operation <br />instructions, or (ii) problems result from the improper use by Licensee unless Licensee agrees in <br />advance in writing to bear the extra costs for such support, or (iii) system failures or interruptions <br />result from services or conduct of a third-party.