AgdaPkt 2018-01-22 Joint SA PFA - Laserfiche WebLink

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6.1.1. - Page 19 MAINTENANCE SCHEDULE (Maintenance and Support for Supported Software; Perpetual) This Maintenance Schedule is part of the Hyland Software Master Software License, Support and Services Agreement entered into between Customer and Hyland. All capitalized terms not defined in this Schedule shall have the meaning ascribed them in the General Terms. 1. MAINTENANCE AND SUPPORT TERMS. Hyland will provide Maintenance and Support in accordance with the Maintenance and Support Prioritization Attachment attached hereto and incorporated herein by reference. 1.1 Technical SuDoort Services. Hyland will provide telephone or online technical support related to problems reported by Customer and associated with the operation of any Supported Software, including assistance and advice related to the operation of the Supported Software. Technical Support Services are not available for Retired Software, 1.2 Error Correction Services. With respect to any Errors in the Supported Software which are reported by Customer and which are confirmed by Hyland, in the exercise of its reasonable judgment, Hyland will use its commercially reasonable efforts to correct the Error, which may be effected by a commercially reasonable workaround. Hyland shall promptly commence to confirm any reported Errors after receipt of a proper report of such suspected Error from Customer. Hyland may elect to correct the Error in the current available or in the next available commercially released version of the Supported Software and the Resolution may require the Customer to implement an Upgrade and Enhancement in order to obtain the correction, Error Correction Services are not available for Retired Software. 1.3 Reoortine Policies and Procedures ADDticable to Technical Sunoort Services and Error Correction Services. 1.3.1 Customer Reporting Requirements. In requesting Maintenance and Support services, Customer will report through Hyland's secure end user website the details of which will be separately provided to Customer through the assigned technical support team. In the case of reporting an Error, Customer will provide Nyland with as much information and access to systems as reasonably possible to enable Hyland to investigate and attempt to identify and verify the Error. Customer will work with Hyland support personnel during the problem isolation process, as reasonably needed. Customer will notify Hyland of any configuration changes, such as network installation/expansion, Software upgrades, relocations, etc. 1.3.2 Hyland Response Procedures. Hyland shall respond to all Technical Support Services requests and Error Correction Services requests in accordance with the Maintenance and Support Prioritization Attachment. With respect to Errors: (a) Hyland will respond based on the confirmed severity level of an Error; (b) Hyland may reclassify Errors as it learns information about such Errors during the resolution process; and (c) Hyland's obligation for a reported Error concludes upon delivery of a Resolution in accordance with the Maintenance and Support Prioritization Attachment. 1.4 UDerades and Enhancements. Hyland will provide, in accordance with Hyland's then current policies, as set forth from time to time on Hyland's secure end user web site (currently wwwhyland.com/community), all Upgrades and Enhancements, if and when released during the term of this Maintenance ,Schedule. Upgrades and Enhancements are not available for Retired Software. 1.5 On-line Access. Customer acknowledges and agrees that Hyland may require on-line access to the Supported Software installed on Customer's systems in order to provide Maintenance and Support. Accordingly, Customer shall install and maintain means of communication and the appropriate communications software as mutually agreed upon by Hyland and Customer and an adequate connection with Hyland to facilitate Hyland's on-line Maintenance and Support. Such right of access and use shall be provided at no cost or charge to Hyland 1.6 Test Svstems SUDDort. In the event Customer has a license to use a Test System (licensed pursuant to a Software License Schedule - Perpetual, or the applicable provision of a click -through or End User license Agreement) for the purposes of testing an Upgrade or Enbancement of the Software prior to implementing the same in Customer's production environment, then Customer may contact Hyland for the provision of Maintenance and Support as described in this Maintenance Schedule, 2. EXCLUSIONS. 2.1 Generally. Hyland is not responsible for providing, or obligated to provide, Maintenance and Support under this Agreement: (a) in connection with any Errors or problems that result in whole or in part from any alteration, revision, change, enhancement or modification of any nature of the Software, or from any error or defect in any configuration of the Software, which activities in any such case were undertaken by any party other than Hyland; (b) in connection with any Error if Hyland has REV: 01-09-18 J5 Page 16 of 51 ATTYIAGR.2018.001/Hyland Onbase ACMS