Agmt17 ECS Imaging, Inc. - Laserfiche WebLink

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REV: 06-28-2023 RL ECS Pick Up Fee $ 400.00 ECS Conversion Services for Microfilm Roll 16mm/35mm per roll $ 85.00 ECS Microfiche per card Jacket Fiche $ 4.00 ECS Microfiche per card COMM Fiche $ 4.00 Budget for Scanning Conversion Services from 7/6/23 to 7/5/26 is a not-to-exceed amount of $50,000. 1. Support service is available by calling 877-790-1600 or via E-mail at helpdesk@ecsimaging.com during Regular Business Hours, defined as the hours between 7:30 a.m. and 5:00 p.m. PST, Monday through Friday (excluding Consultant company holidays). Consultant agrees to use reasonable efforts to respond to the City’s service request within four (4) hours of receipt of notification. Consultant shall first attempt to diagnose the reported problem via telephone and/or e-mail, if considered appropriate, shall attempt to resolve the reported problem by requesting that the City perform any required/standard operational maintenance or simple adjustments, which the City can reasonably be expected to conduct. If the reported problem is not resolved via telephone and/or e-mail, Consultant shall arrange for a system engineer to visit the Client's site during Consultant’s Regular Business Hours. 2. The City has purchased a fixed number of ECS Gold Priority Support hours per year. Priority Support Hours will be debited when Consultant performs remote desktop support, on-site support, on-site and remote upgrades, and on-site training. When Priority Support Hours are used for on-site activities, Consultant will debit a minimum of two to twenty-four hours from the ECS Gold Priority Support Hours based on the travel time of the support engineer or trainer. Scheduled After- Hours Support, defined as any time-period outside of Consultant’s Regular Business Hours, is available at the discretion of Consultant. The City will be debited double the total number of Priority Support Hours used for After-Hours Support. Priority Support Hours expire one year from the annual renewal date and do not roll-over to the next year period. Priority Support Hours can only be used for support related modification services of existing business processes for Laserfiche Forms or Laserfiche Workflow. Therefore, Priority Support services cannot be used as professional services for the development of new Laserfiche Forms or Laserfiche Workflows, nor can they be used for systems integration, migration, or software development services. If insufficient Priority Support hours are available, City will be asked to increase its annual Priority Support Hours at a cost or purchase additional Professional Services Hours at a rate of $250/Hr. Any such increase shall require a written amendment signed by both Parties. C.Hardware Maintenance/Support Services: If applicable based on the above- described Products, Consultant will supply the following hardware maintenance/support services: ATTY/AGR.2023/Amend.No.3/ECS Imaging (Laserfiche Support and Scanning Services) (Page 5 of 7)