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1 =11 --_t_tdo <br /> "fir► 2. Standard Support and Maintenance <br /> Standard installation support and maintenance in most cases will be included free of additional charge for 3 <br /> months (post initial start up) with the purchase of new licenses of Vigilant Video products. All Vigilant Video <br /> Site License holders will enjoy Level 1, Level 2, and Level 3 support and maintenance program(s) throughout <br /> the active participation of the Vigilant Video Site License Agreement. Non-Site License Vigilant Video clients <br /> may acquire Licensed Software support & maintenance by a Licensee purchasing an extended software <br /> maintenance warranty on an annual basis. <br /> 2.1. Level 1 support - consists of access to the Vigilant Video website for software downloads including <br /> patches and bug fixes that will be maintained throughout the useful life of the Vigilant Video products <br /> and associated utilities. This website will provide: 1) Instructions on how to select, download, and <br /> install patches and fixes; and 2) A list, by date of issuance, of upgrades, patches and fixes. Licensee's <br /> providing email addresses on their orders will be automatically added to Vigilant Video's notification <br /> service. <br /> 2.2. Level 2 support-typically provided by the Licensee's system administrators, applicable Vigilant Video <br /> authorized resellers or representatives having more in-depth knowledge of the system and capable of <br /> troubleshooting and making appropriate system changes to an extent beyond simple downloading and <br /> • installation of new software elements. Level 2 response times are: 1) Offsite - within twenty four (24) <br /> hours; 2) On site - Scheduled with Licensee. An on-line interface (external network connection to the <br /> internet) is required in order to facilitate Level 2 support staff to escalate requests to Level 3. Prior to <br /> contacting Vigilant Video for support, Licensee will use commercially reasonable efforts to conduct a <br /> due diligence investigation of the problem in an attempt to confirm that the Licensee use of the <br /> software is not responsible for such problem. <br /> 2.3. Level 3 support - provided by Vigilant Video engineering team. As Level 2 support exists and is <br /> established for a particular Licensee,requests must escalate via a Level 2 support team member if Level <br /> 3 support is to be later requested. In order to receive Level 3 support an external internet connection <br /> must be made available such that support tools such as gotomeeting.com can be utilized by Vigilant <br /> Video support personnel. <br /> Level 3 response times are: 1) Offsite - within twenty four (24) hours; 2) Onsite - Scheduled with <br /> Licensee. The Level 3 support team will review and coordinate successful resolution of all support <br /> requests and communicate findings and solutions directly to the Licensee as is deemed proper and <br /> necessary by Vigilant Video. <br /> 2.4. Level 3 support is available 9:00 AM to 5:00 PM pacific time, (USA) Monday through Friday. <br /> Availability of Vigilant Video's support service will correspond with Vigilant Video's United States <br /> holiday schedule,which will be made available to Licensee upon request. <br /> C <br /> 2.5. In addition to the above, Licensees covered under a Vigilant Video support and maintenance agreement <br /> (e.g., initial warranty, extended warranty or Site License Agreement)will receive: <br /> SOFTWARE SUPPORT,WARRANTY AND MAINTENANCE-TERMS AND CONDITIONS Page 2 of 5 <br />