Agmt17 Superion - Laserfiche WebLink

Browse Search

EXHIBIT 5 SUPPORT SUPPLEMENT 1 . Superion shall provide to Customer, during Superion's support hours as set forth in the Support Standards below ("Support Hours"), telephone assistance regarding Customer's proper and authorized use of a new edition of a Solution or Custom Modification (the "Release"), as applicable. 2. Superiors shall provide to Customer, during the Support Hours, commercially reasonable efforts in solving Errors reported by Customer in accordance with this Order. Customer shall provide to Superion reasonably detailed documentation and explanation, together with underlying data, to substantiate any Error and to assist Superion in its efforts to diagnose, reproduce and correct the Error. These support services shall be provided by Superion at Customer location(s) if and when Superion and Customer agree that on-site services are necessary to diagnose or resolve the problem. If a reported Error did not, in fact, exist or was not attributable to a defect in the Solution or an act or omission of Superion, then Customer shall pay for Superion's investigation and related services at Superion's standard professional services rates. Customer must provide Superion with such facilities, equipment and support as are reasonably necessary for Superion to perform its obligations under this Order, including remote access to the Specified Configuraiion. 3. Customer shall proniptl; install and/or use any Release provided by Superion to avoid or mitigate a performance problem or infringement claim. All modifications, revisions and updates to the Solution shall be furnished by me&.:ns of new Releases of the Solution and shall be accompanied by updates to the Documentation whenever Superion determines, in its sole discretion, that such updates are necessary. 4. Support Surcharge Imposed In Certain Instances: At the commencement of any Renewal Support Term where Customer is operating on .a Solution version that is more than two (2) general release versions behind the then-current release for any Solution, Superion will assess a ten percent (10%) surcharge over and above the support fee for that Renewal Support Term, with such surcharge to be imposed on a prorated basis for the portion of the Renewal Support Term that Customer remains on a general release version that is more that; two (2) releases behind the then-current release of the Solution in question. Once Customer is usir,g a release that is no more than two (2) general release versions behind the then-current release, the support surcharge will be removed on a prospective basis, as of the d. ate tha. Customer is using the release that is no more than two (2) general release vei sions behind the t en-cL1 rent release. ATTY/AGR/2017.226/SPS PROFESSIONAL SERVICES AGREEMENT — EXHIBITS 1 THRU 6 REV: 09-27-17 PR Page 17 of 20