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6.2.13. - Page 56 <br />® 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 />ATTYIAGR.2015.2171Scheidt & Bachmann USA, Inc. Parking Garage Equipment <br />