Laserfiche WebLink
Appendix "D" — Software and Technical Support Page 2 <br /> Appendix "D" - Software and Technical Support <br /> Separate Agreement <br /> User support - terms and condition <br /> Basic application support: Technical support <br /> Workdays 06:30 am - 5:00 pm PT Workdays 06:30 am - 5:00 pm PT <br /> Included in basic service Included in basic service <br /> 1. SuppoitSeivices: <br /> 1.1. DPT will provide technical support by telephone and email. DPT is to be contacted by telephone at its <br /> telephone number for support services or by email at helpdesk @digitalpaytech.com. If a DPT representative <br /> is not available to take the call at the time it is made, the call will be returned. DPT's regular support hours <br /> are 6:30am to 5:OOpm Pacific Time Monday through Friday (exclusive of holidays). During non - business <br /> hours, weekends and holidays, DPT will provide an emergency response pager service. Notification will be <br /> provided to clients if these hours change. <br /> 1.2. DPT will use commercially reasonable efforts to respond to calls and reply to emails and to solve problems. <br /> The Customer will cooperate and work together with DPT to facilitate DPT's efforts to provide assistance and <br /> to meet the guidelines set forth in Appendix D or such other guidelines as DPT and the Customer may agree <br /> upon. However, DPT will not be in breach of its obligations under these Terms and Conditions or under the <br /> Standard One -year Limited Warranty or the Extended Telephone /Email Support Packages if it fails to meet <br /> the guidelines set forth in Appendix D or such other guidelines. <br /> 2. Customer's Obligations: <br /> 2.1. Each Customer who is a Licensee will provide notice in writing (including by email) to DPT setting forth the <br /> names of the Licensee's Support Contacts, each of whom will be properly trained in the use and support of <br /> the relevant Payment Station and Software. DPT is authorized and directed by the Licensee to deal with <br /> such Licensee's Support Contacts. <br /> 2.2. When calling for technical support, the Customer will provide a detailed description of the problem and a <br /> summary of the basic troubleshooting that has already been tried. <br /> 2.3. The Customer and if the Customer is a Licensee, the Licensee's End -user, will be responsible for proper <br /> maintenance of the relevant Payment Station in accordance with DPT's recommendations and requirements <br /> for the Payment Station and for keeping accurate and complete maintenance records for the Payment <br /> Station. <br /> 2.4. The Customer and if the Customer is a Licensee, the Licensee's End -user, will be responsible for ensuring <br /> that the Software is installed on a computer that meets or exceed the minimum requirements outlined by <br /> DPT. The Customer acknowledges that upgrades to the Software and increases in the size of databases may <br /> require upgrades to the computer hardware. The Customer and if the Customer is a Licensee, the Licensee's <br /> End -user, will be responsible for any upgrades to the computer that may be required. <br /> 2.5. The Customer and if the Customer is a Licensee, the Licensee's End -user, will also be responsible for the <br /> proper operation and maintenance of the Software in accordance with DPT's recommendations and <br />