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<br />REV: 06-13-24 MI <br /> Additional Support Documentation <br />Version 1.2 <br /> <br />1. Releases <br /> <br />1.1. General. “Release” means an update or upgrade to the Product made available to all customers using that Product that <br />improves usability or adds functionality, cosmetic changes, or bug fixes. Trimble will use commercially reasonable efforts to <br />provide prior notice to Company through the Customer Portal, or other communication channels when Releases are made <br />generally available to all customers, excluding any non-general Releases or unplanned Releases. Trimble will decide the <br />contents and timing of all Releases in its sole discretion. <br /> <br />1.2. Software-as-a-Service and Hosted License Software. Trimble will update (i) Software-as-a-Service or (ii) Licensed Software <br />hosted by Trimble in each case as new Releases become generally available. <br /> <br />1.3. On Premise Licensed Software. For Licensed Software not hosted by Trimble, Company is responsible for installing all <br />Releases. Upon Company’s election to install a Release, Company agrees to cease all use of the prior version of the Licensed <br />Software and destroy all copies. Releases may require Company to update third party software, hardware, or operating <br />systems at Company’s expense. <br /> <br />2. Support <br /> <br />2.1. Generally. <br />a) Trimble shall use the applicable level of effort to correct or provide a workaround for any reproducible error in the <br />Product attributable to Trimble commensurate with the severity of the error, as reasonably determined by Trimble in <br />accordance with Section 2.3 below (Severity Levels; Levels of Effort). <br />b) Trimble’s customer support portal (the “Support Portal”) may allow Company to submit support requests, report issues, <br />view case histories, search the general knowledge database, and other features, as applicable. In the event of any <br />conflicts between the terms set forth herein and any terms set forth in the applicable Support Portal, the terms herein <br />shall govern. <br />c) For the certain Products (see Section 2.2), Trimble will provide support to Company only by communication with the <br />contacts designated by Company in the Customer Portal or otherwise as instructed by Trimble (each, a "Authorized <br />Support Contact"). Company may update Authorized Support Contacts from time to time as instructed by Trimble. For <br />certain Products, Company may only designate individuals with the relevant technical knowledge regarding the Products <br />necessary to assist Trimble as needed. <br />d) Upon identification of any error that cannot be resolved by Company as first line of support (e.g., via the Support Portal, <br />its internal staff, etc.), then Company (through its Authorized Support Contact(s)) shall promptly notify Trimble of such <br />error and shall provide Trimble with enough information, assistance, and cooperation to reproduce the error, including <br />a listing of output and any other data that Trimble may reasonably request in order to reproduce the error and operating <br />conditions under which the error occurred or was discovered. Trimble shall not be responsible for correcting any errors <br />not attributable to Trimble. <br />e) For certain Products, Trimble may provide additional or different support services or procedures as set forth in the <br />applicable Licensed Software documentation, support handbook, or other written documentation provided by Trimble, <br />if any (the “Additional Support Documentation”). If there is any conflict between these support terms and such <br />Additional Support Documentation with respect to the description of support services or procedures, the provisions of <br />such Additional Support Documentation will prevail. Trimble may use third-parties to provide support and maintenance <br />services on its behalf. Company expressly consents to Trimble permitting such third parties to access Customer <br />information and data to perform the support services. <br /> <br />2.2. Reporting; Availability <br />a) Support portals and general availability is described below. <br /> <br />Product Support Portal* <br />Authorized Support <br />Contacts Only?** <br />AgileAssets https://jira.agileassets.com/servicedesk/customer/portal/6 Yes <br />Cityworks https:mycityworks.force.com Yes <br />ATTY/AGR.2024/Amend. No. 1/Gray Bowen Scott (US 101 84 Interchange Project Delivery) (Page 13 of 23)