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REV: 02-27-25 MI <br />11.2.2.Severity Level 2 – a problem has been encountered that does not prevent use of the <br />software, but the software is not operating correctly. Consultant will diagnose the problem <br />within 48 hours and advise City of any available work-around. Upon Consultant’s <br />confirmation that the software is not operating correctly, Consultant will provide a software <br />update to repair the defect and confirm with City that the update resolved the issue. <br />11.2.3.Severity Level 3 – a minor problem has been encountered. The software is usable but <br />could be improved by correction of a minor defect or addition of a usability enhancement. <br />HdL will assess the request within fifteen (15) business days and, depending on priorities, <br />schedule a software update for a future release, advise City that the request will not be <br />implemented, or offer the option of implementing the request as a custom software <br />enhancement at additional cost. <br />11.3.Support Policy Regarding Reports – Consultant’s services include a number of <br />standard listings and reports. Consultant will assist with creating/modifying reports as needed <br />during the term of this agreement. Simple report requests may be provided at no cost, and will <br />require 7 to 10 business days to complete. Complex reports, or reports required in a very short <br />time frame, will incur development costs at Consultant’s established developer hourly rates. In <br />this case an estimate will be provided to City for approval before the work is begun. <br />11.4.Software Upgrades - Except to the extent that upgrades of the software include new <br />modules or features not previously offered as part of the software as of the date hereof, City is <br />entitled to upgrades of the software within the terms of this Agreement. Additional costs may <br />apply depending on the extent of the upgrade. Potential additional costs include training, <br />consulting, configuration, or other requested services. <br />11.5.Out of Scope Support – City agrees to pay additional hourly fees according to <br />Consultant’s then current hourly rates if the City desires Consultant’s assistance for matters <br />which are not caused by any defects in Consultant’s software. <br />12.Online Payment Processing <br />12.1.Standard Payment Processing Solution – Consultant’s software includes PCI <br />compliant payment processing services through Consultant’s payments partner, which supports <br />both credit card and eCheck transactions. Consultant guarantees continued support of the <br />Standard Payment Processing Solution across all releases of Consultant’s software and the <br />Standard Payment Processing Solution, at no cost to City. <br />12.1.1.Payment Processing - Consultant shall provide its Services to support payments remitted <br />to 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 <br />banking day (e.g., a Transaction authorized at 2:00 p.m. ET on Monday will be submitted <br />on 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 <br />ATTY/AGR.2025.034/HDL Software LLC (Business License Software and Services) (Page 20 of 25)