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REV: 02-27-25 MI <br />hours and advise City of any available work-around. Upon Consultant’s confirmation that the <br />software is not operating correctly, Consultant will provide a software update to repair the <br />defect and confirm with City that the update resolved the issue. <br />2.2.3.Severity Level 3 – a minor problem has been encountered. The software is usable but could <br />be improved by correction of a minor defect or addition of a usability enhancement. <br />Consultant will assess the request within fifteen (15) business days and, depending on <br />priorities, schedule a software update for a future release, advise City that the request will not <br />be implemented, or offer the option of implementing the request as a custom software <br />enhancement at additional cost. <br />2.3.Support Policy Regarding Reports - Consultant will assist with modifications to reports as <br />needed during the term of this agreement. Typical report modifications require 7 to 10 business <br />days to complete. Very complex reports or reports required in a very short time frame may incur <br />development costs, in which case an estimate will be provided for approval before the work is <br />begun. <br />2.4.Software Upgrades - Except to the extent that upgrades of the software include new modules or <br />features not previously offered as part of the software as of the date hereof, City is entitled to <br />upgrades of the software within the terms of this Agreement. Additional costs may apply <br />depending on the extent of the upgrade. Potential additional costs include training, consulting, <br />configuration, or other requested services. <br />2.5.Out of Scope Support – City agrees to pay additional hourly fees according to Consultant’s then <br />current hourly rates if the City desires Consultant’s assistance for matters which are not caused by <br />any defects in Consultant’s software. <br />3.Online Payment Processing <br />3.1.Standard Payment Processing Solution – Consultant’s software includes PCI compliant <br />payment processing services, supporting both credit card and eCheck transactions. Consultant <br />guarantees continued support of the Standard Payment Processing Solution across all releases of <br />Consultant’s software and the Standard Payment Processing Solution, at no cost to City. <br />3.1.1.Payment Processing - Consultant shall provide its Services to support payments remitted to <br />City. Consultant shall transmit transactions for authorization and settlement through <br />Consultant’s certified payment processor. Funds for transactions processed by Consultant <br />hereunder shall be submitted to City’s designated bank account as follows: (i) no more than <br />two (2) business banking days after all Transactions (other than electronic Check <br />Transactions) that are successfully processed prior to 5:00 p.m. ET on each business banking <br />day (e.g., a Transaction authorized at 2:00 p.m. ET on Monday will be submitted on <br />Wednesday; a Transaction successfully processed at 8:00 p.m. ET on Monday will be <br />submitted on Thursday); and (ii) no more than five (5) business banking days for all electronic <br />Check Transactions that are successfully processed prior to 5:00 p.m. ET on each business <br />banking day. Consultant makes no representation or warranty as to when funds will be made <br />available by City’s bank. <br />3.1.2.Support - Consultant shall provide City with payment processing related customer service <br />as needed. City shall timely report any problems encountered with the service. Consultant <br />ATTY/AGR.2025.034/HDL Software LLC (Business License Software and Services) (Page 13 of 25)