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• 4 hour on site visit during normal business hours, if necessary <br /> • Quarterly preventative maintenance <br /> • Ongoing system patches <br /> • 24 hour phone support <br /> • 24 hour emergency service (defined as entire facility inoperable). Please note, <br /> emergency services are a chargeable event. <br /> Software Updates <br /> Contractor will offer software security updates and general bug fix updates developed <br /> by Contractor for all software elements provided by Contractor for the PARCS system. <br /> Implementation of these updates is defined in the following paragraphs of this section. <br /> All work regarding software updates will need to be coordinated and scheduled with <br /> City prior to the work being performed. <br /> City will make available all necessary internet connectivity from the servers to the <br /> internet to perform software updates as recommended by Contractor. <br /> City is responsible to ensure that its support agreements are up to date with <br /> infrastructure providers that support the PARCS solution. These providers include <br /> VMware, Oracle, Microsoft, Cisco, Dell, etc. It is through these agreements that City <br /> will secure the necessary security patches, upgrades and maintenance to ensure all <br /> regulatory compliance for their system. <br /> In the case of VMware, Oracle and Windows, contractor will provide a recommended <br /> list of patches to be installed in the live system. <br /> All Contractor recommended security patches for the Oracle databases included in the <br /> PARCS system will be installed by Contractor within 45 days of the release of <br /> notification by Contractor. <br /> REV: 09-10-15 VR <br /> Page 53 of 61 <br /> ATTY/AGR2015.217/Scheidt& Bachmann USA, Inc. Parking Garage Equipment <br />