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9. Custom Engineering. CORE shall have the right to charge Customer at CORE's then prevailing rate <br />applicable to such services for the engineering of modifications to the CORE ASP Service requested by <br />the Customer. Fees will be administered through the CherryRoad order form. <br />10. Training. Customer may purchase additional training services at the CORE's then prevailing rate <br />applicable to such services. <br />11. Other Customer Responsibilities. <br />a. Customer agrees to limit access to CORE's Support to the designated Authorized Customer <br />Support Contacts listed in the Specification or as amended to this agreement. <br />b. Customer agrees to limit use of Support to occasions when the CORE ASP Service fails to <br />function as described in the Documentation, or Customer requires clarification of the <br />Documentation. Customer agrees to furnish descriptions of Deficiencies in the form requested by <br />CORE's Supportstaff. Customeralso agrees to assistCORE's efforts to duplicate the Deficiency. <br />c. Customer agrees to provide help at the location of the Deficiency when telephone diagnostics <br />and Support are performed. This help includes but is not limited to moving cables, rebooting <br />equipment, following verbal instructions to edit files and search directories, read screens, and any <br />other such help as is required by CORE to effectively diagnose and resolve the Deficiency. <br />Customer's inability or refusal to provide such help or access releases CORE from any obligation <br />to perform Support at that location for that service incident. <br />d. Customer shall be responsible for referring to any instruction manuals provided to Customer to <br />resolve routine system administration tasks. CORE's customer support staff will refer Customer <br />to the appropriate manual or recommend additional training to Customer in those instances where <br />Customer requests Support and CORE's customer support staff determine that Customer's <br />request is more appropriately handled by referring Customerto such sources. <br />e. Customer Authorized Support Contacts must either have participated in training conducted by <br />CORE during the implementation process or in a CORE Payment Processing Specialist training <br />program prior to being designated as an Authorized Support Contact. In most cases, an <br />Authorized Support Contact should be the cashier's immediate supervisor and his or her backup. <br />In organizations where one department is responsible for the iPayment ASP and another for <br />Internet access and/or data communications systems, an additional primary and backup <br />Authorized Support Contact may be designated from each of those two areas, for a total of four <br />Authorized Support Contacts. CORE is not responsible for training of replacement Authorized <br />Support Contacts. Additional training services are available at then current rates. <br />12. Limitations of Support. <br />a. Right to Refuse Requests. CORE reserves the right to refuse CORE ASP Service Support requests when: <br />i. A person other than a designated Customer Authorized Support Contact requests Support; <br />ii. Support request procedures or instructions are not followed; or <br />iii. CORE determines that the requested Support would seriously degrade CORE ASP Service <br />performance and/or integrity. <br />b. Non -Supported Matters. CORE will not provide Support for the following: <br />i. Software that has been altered or modified by anyone other than CORE; <br />EXHIBIT H ATTACHMENT D-1 COREBT SUPPORT AND ESCALATION POLICY H -D-1 -2 <br />ATTY/AGR/2019.118/CHERRYROAD ERP IMPLEMENTATION SERVICES <br />REV: 05-13-19 PR Page 168 of 172 <br />