Reso 2025-3888 - Laserfiche WebLink

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Privacy Customer data and other confidential information of Customer shall be maintained in such a manner as to prevent access by any party other than ETA and Customer -designated personnel. Disaster recovery ETA shall perform daily backups of Customer data to regional cloud -based servers. Restorations of backups will be performed at no incremental cost to Customer and will be completed within 8 hours of request. Annual maintenance At ETA's discretion, ETA may execute an annual onsite visit to Customer premises to perform visual inspections. Repairs deemed critical to the operation of the system may be performed at ETA's discretion. Recommendations and associated quotations for replacements, upgrades or improvements will be provided within 30 days after such annual maintenance onsite visit. Ongoing system support ETA provides System Support 7 days per week, 365 days per year (24x7x365), via; online helpdesMicket monitoring system, and dedicated email addresses. Live chat is available between the hours of 8AM and 5 PM Monday through Friday, Eastern Standard Time. Telephone support outside of ETA's normal business hours, 8AM and 5 PM Monday through Friday, Eastern Standard Time is reserved for emergencies. ETA shall maintain technical personnel qualified to perform the tasks of; logging support tickets, responding to Customer RMA requests, severity determination, issue resolution, onsite issue resolution. ETA has sole discretion over the deployment of resources required to perform these tasks, whether a task is required, and whether a task is covered by warranty. System support process The parties acknowledge their respective obligations associated with the following steps associated with submitting, acknowledging, researching and resolving problems and requests. The timelines for these steps are dictated by the Problem Severity and Resolution framework under Section 5.3. ■ Stage 1— Customer notifies ETA of an issue via one of the three accepted methods, ETA logs support ticket and acknowledges receipt to Customer • Stage 2 — ETA reviews issues, Customer provides timely response to any requested clarifications, ETA determines severity, ETA informs Customer of severity level ■ Stage 3 — ETA researches the issue resolution and estimates resolution time estimate, ETA consults with Customer on resolution and time estimate, Customer responds in a timely manner, ETA implements resolution and informs Customer of issue -closure 18 • Agreements 6 System support agreement 9 System warranty and support Initials: