Reso 2006-919 - Laserfiche WebLink

Home Browse Search

City of Sunny Isles Beach 18070 Collins A venue, Sunny Isles Beach, Florida 33 160 (305) 947-0606 phone (305) 949-3113 Fax SECTION 3 SCOPE OF SERVICES 3.1 During the Agreement Term, SunGard shall render the following services in support of the Licensed Program, during Coverage Hours, subject to the compensation fixed for each type of service in SunGard's cun'ent rate schedule: a. SunGard shall maintain a program control center capable of receiving by telephone any operator reports of system ilTegularities. b. SunGard shall maintain a telephone hot line that allows Customer to report system problems and seek assistance in use of the Licensed Program. c. SunGard shall maintain a trained staff capable of rendering the services set forth in this Agreement. d. SunGard shall be responsible for using all reasonable diligence in correcting verifiable and reproducible Errors when reported to SunGard in accordance with SunGard's standard reporting procedures. SunGard shall, after verifying that such an Error is present, initiate work, within Response Time, in a diligent manner toward development of an Error Correction. Following completion of the Error Correction, SunGard shall provide the Error Correction through a "temporary fix" consisting of sufficient programming and operating instructions to implement the Error Correction and SunGard shall include the Error COlTection in all subsequent Releases of the Licensed Program. SunGard shall not be responsible for correcting ElTors in any version of the Licensed Program other than the most recent Release of the Licensed Program, SunGard shall continue to support prior Releases superseded by recent Releases for a reasonable period sufficient to allow Customer to implement the newest Release, not to exceed 180 days. e. SunGard may, from time to time, issue new Releases of the Licensed Program to its customers generally, containing Error Corrections, minor Enhancements, and, in certain instances if SunGard so elects, major Enhancements. SunGard shall provide Customer with one copy of each new Release, without additional charge. SunGard shall provide reasonable assistance to help Customer install and operate each new Release, provided that such assistance, if required to be provided at Customer's facility, shall be subject to the supplemental charges set forth in SunGard's current rate schedule, as mutually agreed to by SunGard and Customer. f. Subject to space availability and training fees, Customer may enroll its employees in SunGard's training classes. g. SunGard shall consider and evaluate the development of Enhancements for the specific use of Customer and shall respond to Customer's requests for additional services pertaining to the Licensed Program (including, without limitation, data conversion and report-formatting assistance), provided that such assistance, if agreed to be provided, shall be subject to supplemental charges mutually agreed to by SunGard and Customer. h. SunGard's software support is intended exclusively for SunGard's Licensed Program(s); however, SunGard can optionally provide first line support for selected operating systems where SunGard has an agreement with the supplier. If the Customer elects to contract with SunGard for this service, SunGard shall first evaluate the system and submit a written 4 C0506-45-2 SunGard Licensed Program(s) Support Consultant Agreement SIB