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Appendix A <br />Maintain and Host www.bavareaers.oru also known as `BAERS" <br />Website Hosting / Support <br />CITY/DISTRICT's Obligation <br />CITY/DISTRICT will manage the hosting, maintenance and support of the BAERS <br />Application and website. <br />Support requests shall be provided during Normal Working Hours of CITY/DISTRICT <br />Staff. <br />CITY/DISTRICT will, subject to the limitations enumerated below, maintain 24x7 up time <br />for the website, but critical hours of operation will be `Normal Working Hours'. <br />CITY/DISTRICT shall provide CLIENT with a point of contact and contact procedures for <br />emergency service requests, including call escalation procedures. <br />CITY/DISTRICT shall respond to inquiries submitted to the website administrator within <br />four (4) hours of receipt, during normal business hours. <br />CITY/DISTRICT shall complete maintenance procedures outside of Normal Working <br />Hours to minimize downtime. When planned maintenance is scheduled, CITY/DISTRICT <br />staff will give CLIENT's contact person, via e-mail, 48 hours notice. <br />Emergency or immediate maintenance may require the BAERS server to be down during <br />Normal Working Hours. The CITY/DISTRICT will attempt to minimize any disruptions <br />in service to CLIENT website. CITY/DISTRICT will not be responsible for loss of <br />business to the CLIENT site due to circumstances outside of the CITY/DISTRICT's direct <br />control. Examples of such circumstances include, but are not limited to, Internet outages, <br />unavailability of the server to users caused by the CITY/DISTRICT's Internet Service <br />Provider, damage to telecommunications infrastructure not caused by the <br />CITY/DISTRICT, or major hardware failure of BAERS servers. <br />Annual System Administration, Maintenance and Support <br />Includes: <br />• Services to allow BAERS availability via the Internet. Hardware Support Costs <br />• Software Assurance for non -FC software <br />• 25 hours per quarter of MAC, Report requests from City Developer <br />• 120 hours per quarter of Support Services from Software Support and System <br />Administrator <br />• Normal Operating Expenses (i.e.; copy, marketing/trade shows, consultant fees as <br />needed) <br />CLIENT's Obligation <br />CLIENT shall provide to the CITY/DISTRICT a designated contact Administrator "the <br />CLIENT Administrator". All communications from the CITY/DISTRICT to CLIENT will <br />be through the CLIENT'S Administrator, or, in his/her absence, a designated alternate. The <br />ATTY/AGR/2016.315/CITY OF FOSTER CITY—ESTERO MUNICIPAL IMPROVEMENT DISTRICT <br />REV: 11-08-16 RL <br />Page 7 of 9 <br />