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Priority <br />Resolution Process <br />Resolution Time <br />Priority 1 - Urgent <br />CentralSquare will provide a <br />CentralSquare will work continuously to provide the Customer <br />procedural or configuration <br />with a solution that allows the Customer to resume live <br />workaround or a code correction that <br />operations on the production system. <br />allows the Customer to resume live <br />CentralSquare will either resolve the issue or provide a resolution <br />Aerations on the production System, <br />plan as soon as possible and not later than twenty-four (24) <br />hours after notification. <br />Priority 2 — <br />CentralSquare will provide a <br />CentralSquare will work continuously to provide the Customer <br />procedural or configuration <br />with a solution that allows the Customer to resume normal <br />Critical <br />workaround or a code correction that <br />operations on the production System. <br />allows the Customer to resume <br />normal operations on the production <br />CentralSquare will either resolve the issue or provide a resolution <br />System. <br />plan as soon as possible and not later than thirty-six (36) hours <br />after notification. <br />Priority 3 — Non — <br />CentralSquare will provide a <br />CentralSquare will work to provide the Customer with a <br />Critical <br />procedural or configuration <br />resolution which may include a workaround or code correction <br />workaround that allows the Customer <br />within a timeframe that takes into consideration the impact of <br />o resolve the problem. <br />the issue on the Customer and CentralSquare's User base. <br />Priority 3 issues have no defined resolution time. <br />Priority 4 — Minor <br />If CentralSquare determines that a <br />CentralSquare will work to provide the Customer with a <br />reported Minor Priority error <br />resolution which may include a workaround or code correction <br />requires a code correction, such <br />in a future release of the software. Priority 4 issues have no <br />issues will be addressed in a <br />efined resolution time. <br />ubsequent release when <br />licable. <br />9. Cases needing development. Support cases that require code development (e.g. writing, modifying or reviewing source <br />code to create new functionality, resolve issues, or improve existing features) will be transferred to the appropriate product <br />development team. Cases transferred to product development will be reviewed to determine the nature of the request, the <br />severity of the impact on the performance of the solution, and the availability of a resolution. CentralSquare reserves the <br />right to close out Non -Critical (Priority 3) and Minor (Priority 4) support cases, without resolution, for development items that <br />do not reasonably fall within the current product roadmap. <br />10. Non -Production Environments. CentralSquare will make commercially reasonable efforts to provide fixes to non- <br />production environment(s). Non -production environments are not included under the response or resolution tables provided <br />in this Exhibit. <br />10.1. Maintenance. All non -production environment resolution processes will follow the structure and schedules outlined <br />above for production environments. <br />10.2. Incidents and service requests. Non -production environment incidents are considered priority 3 or 4, dictated by <br />circumstances and will be prioritized and scheduled subordinate to production environment service requests. <br />11. Training. Outside the scope of training services purchased, if any, Customer is responsible for the training and organization <br />of its staff in the operation of the Software. <br />12. Development Work. Software support and maintenance does not include development work either (i) on software not <br />licensed from CentralSquare or (ii) development work for enhancements or features that are outside the documented <br />functionality of the Software, except such work as may be specifically purchased and outlined in the Agreement. <br />CentralSquare retains all intellectual property rights in development work performed and Customer may request consulting <br />and development work from CentralSquare as a separate billable service. <br />13. Technology Life Expectancy. Customer understands, acknowledges and agrees that the technology upon which the <br />Hardware, Solution and Third -Party Software is based changes rapidly. Customer further acknowledges that CentralSquare <br />will continue to improve the functionality and features of the Solution to improve legal compliance, accuracy, functionality and <br />MORE INFORMATION AT CENTRALSQUARE.COM <br />