Reso 2026-3967 - Laserfiche WebLink

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Docusign Envelope ID: B1A78880-85A3-406D-9650-3E5F27A3D271 Priority, Resolution = " Resolution Time' Process, Priority 1 — Urgent CentralSquare will provide a CentralSquare will work continuously to provide the procedural or configuration Customer with a solution that allows the Customer to workaround or a code correction resume live operations on the production system. that allows the Customer to CentralSquare will either resolve the issue or provide a resume live operations on the resolution plan as soon as possible and not later than production System. twenty-four (24) hours after notification. Priority 2 — CentralSquare will provide a CentralSquare will work continuously to provide the procedural or configuration Customer with a solution that allows the Customer to Critical workaround or a code correction resume normal operations on the production System. that allows the Customer to resume normal operations on the CentralSquare will either resolve the issue or provide a production System. resolution plan as soon as possible and not later than thirty - ix (36) hours after notification. Priority 3 — Non — CentralSquare will provide a CentralSquare will work to provide the Customer with a Critical procedural or configuration resolution which may include a workaround or code workaround that allows the correction within a timeframe that takes into consideration Customer to resolve the problem. the impact of the issue on the Customer and CentralSquare's User base. Priority 3 issues have no defined resolution time. Priority 4 — Minor If CentralSquare determines CentralSquare will work to provide the Customer with a that a reported Minor Priority resolution which may include a workaround or code error requires a code correction, correction in a future release of the software. Priority 4 such issues will be addressed in issues have no defined resolution time. a subsequent release when applicable. 9. Cases needing development. Support cases that require code development (e.g. writing, modifying or reviewing source code to create new functionality, resolve issues, or improve existing features) will be transferred to the appropriate product development team. Cases transferred to product development will be reviewed to determine the nature of the request, the severity of the impact on the performance of the solution, and the availability of a resolution. CentralSquare reserves the right to close out Non -Critical (Priority 3) and Minor (Priority 4) support cases, without resolution, for development items that do not reasonably fall within the current product roadmap. 10. Non -Production Environments. CentralSquare will make commercially reasonable efforts to provide fixes to non - production environment(s). Non -production environments are not included under the response or resolution tables provided in this Attachment. 10.1. Maintenance. All non -production environment resolution processes will follow the structure and schedules outlined above for production environments. 10.2. Incidents and service requests. Non -production environment incidents are considered priority 3 or 4, dictated by circumstances and will be prioritized and scheduled subordinate to production environment service requests. 11. Training. Outside the scope of training services purchased, if any, Customer is responsible for the training and organization of its staff in the operation of the Software. 12. Development Work. Software support and maintenance does not include development work either (i) on software not licensed from CentralSquare or (ii) development work for enhancements or features that are outside the documented functionality of the Software, except such work as may be specifically purchased and outlined in the Agreement. CentralSquare retains all intellectual property rights in development work performed and Customer may request consulting and development work from CentralSquare as a separate billable service. 13. Technology Life Expectancy. Customer understands, acknowledges and agrees that the technology upon which the Hardware, Solution and Third -Party Software is based changes rapidly. Customer further acknowledges that CentralSquare will continue to improve the functionality and features of the Solution to improve legal compliance, accuracy, functionality and usability. As a result, CentralSquare does not represent or warrant that the Hardware, Solution and/or Third -Party Software provided to Customer under this Agreement or that the Customer Systems recommended by CentralSquare will function for an indefinite period of time. Rather, CentralSquare and Customer may, from time to time, analyze the functionality of the Hardware, Solution, Third -Party Software and Customer Systems in response to changes to determine whether Customer must upgrade the same. Customer upgrades may include without limitation, the installation of a new Release, additional disk storage and memory, and workstation and/or server upgrades. Customer upgrades may also include the installation and/or removal of Third -Parry Software. Customer is solely responsible for all costs associated with future resources and upgrades. CST-2025-104773 Page 14 of 17