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REV: 02-27-25 MI <br />9.6.Schedule – The Consultant PM will work with the City PM to establish a defined <br />implementation schedule which is agreeable to both City and Consultant. <br />10.Software Hosting Services – Consultant will provide cloud hosting services which offload the <br />majority of IT concerns to Consultant’s hosting team; including system upgrades, hardware and <br />software maintenance, database management, and disaster recovery. City will be responsible for <br />maintaining its workstations and a reliable internet connection. Consultant will handle the rest. <br />Website functionality will be hosted using a City specific sub-domain on Consultant’s special purpose <br />hdlgov.com domain. <br />10.1.Workstation Specifications – Workstations will access the software through a remote <br />application session with Consultant’s hosting service. All workstations require 4+GB Memory, <br />1280x1024 screen resolution, and MS Windows 10/11 operating system. <br />10.2.Network Specifications – Consultant’s hosted service requires reliable, high speed <br />internet connectivity. High-speed local area network connections are always helpful, but the <br />service will also run without difficulty over slower WAN connections such as T1 or mobile <br />broadband. <br />10.3.Printer Specifications - The software is designed to work with laser printers. A PCL <br />compliant laser printer is recommended. Each make and model of printer has different drivers <br />and therefore has slightly different results when printing. We design forms/reports using HP <br />LaserJet printers. <br />11.Software Support <br />11.1.City Support - Consultant will provide City’s users no charge support by telephone, <br />email and the web during the term of this Agreement. In the United States support is available as <br />follows: For customer support between the hours of 8:00 am and 5:00 pm Pacific time, Monday <br />through Friday, email support@hdlcompanies.com or call (909) 861-4335 and ask for software <br />support. For urgent off hours support before 8:00 am or after 5:00 pm Pacific time, Monday <br />through Friday (or anytime Saturday), email 911@hdlcompanies.com and Consultant’s on call <br />support personnel will be notified. Please only include your name, agency and contact # in <br />emails to 911@hdlcompanies.com. City will be contacted as soon as possible. <br />11.2.Response Time – In the event that City encounters an error and/or malfunction whereby <br />the software does not conform to expected behavior in accordance with the software design, <br />Consultant will assign one of the following severity levels and render support services in a <br />timely manner consistent with the urgency of the situation. <br />11.2.1.Severity Level 1 – a critical problem has been encountered such that the software is <br />essentially inoperable and without a reasonable workaround. Consultant will respond within <br />one (1) business hour to diagnose the problem. A response is defined as an email or call to <br />the City’s designated support contact. Consultant and City will work diligently and <br />continuously to correct the problem as quickly as possible. <br />ATTY/AGR.2025.034/HDL Software LLC (Business License Software and Services) (Page 19 of 25)