Res94 12251 - Laserfiche WebLink

Browse Search

SECTION X--BASIC SOFTVVARE SERVICE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Basic Software Service as referred to in this Section X will be provided for Operating System Software from 8:00 a.m. to 5:00 p.m. local time, Monday through Friday excluding Computervision (24 hour) holidays where the System within which the Operating System Software resides is a under Basic Agreement. For all other Software Products, Service Hours will be 8:00 a.m. to 5:00 p.m. tocal time, Monday through Friday exclud- ing Computeryision (24 hour) holidays. 2. Computervision will provide Basic Software Service as defined in this Section during the Service Hours on the Software identified by the Service Code "BSS" on the Product Schedule. Basic Software Service includes: A. Telephone support in which Computervision provides general information and installation assistance, problem determina- tion, isolation and verification; B. A copy of and license to future Software revisions and updates provided by Computervision, if any; and C. A copy of documentation changes as provided by Computervision which may accompany future Software revisions and up- dates, if any. 3. Basic Software Service will be provided for the current and immediate prior release of the Software. Computervision reserves the right to restrict the availability of Basic Software Service for the immediate prior release of the Software to no more than six (6) months after the current release is made generally available by Computervision. Customer agrees that Computervision will have the right to charge for any services resulting from Customer's modification or improper installation of any Software or Customer's fail- ure to utilize current Software releases provided by Computervision. 4. Basic Software Service does not include such services as assurance of bug fixes, assistance in System design, consultation services, writing of drivers, patches, fixes or debugging source code. Such non-standard services may be available from Computervision sub- ject to availability and at Computervision's then current time and materials policies and rates. 5. Basic Software Service does not include on-site installation of Software updates and revisions, or on-site assistance. Customer shall install future Software revisions and updates provided by Computervision and accepts full responsibility for such installation. Upon Customer's request, Computervision may install future Software updates and revisions or provide other on-site assistance at Computervision's then current time and materials charges. 6. The terms and conditions of the Computervision license for the original copy of the Software shall apply to Software updates, revi- sions and documentation. SECTION XI--UCENSE UPDATE SERVICE FOR SO--ARE 1. Computervision will provide License Update Service as defined in this Section XI for the Software identified by the Service Code "LUS" on the Product Schedule. License Update Service includes a copy of and license to future Software revisions and updates provided by Computervision, if any, and a copy of documentation changes as provided by Computervision which may accompany future Software revisions and updates, if any. 2. The terms and conditions of the Computervision license for the original copy of the Software shall apply to Software updates, revi- sions and documentation. 3. License Update Service does not include on-site installation of Software updates and revisions, or any telephone support or other assistance from Computervision. Customer shaft install future Software revisions and updates provided by Computervision and ac- cepts full responsibility for such installation. Upon Customer's request, Computervision may install future Software updates and re- visions or provide other assistance at Computervision's then current time and materials charges. 4. License Update Service does not include such services as assurance of bug fixes, assistance in System design, consultation services, writing of drivers, patches, fixes or debugging source code. Such services may be available from Computervision subject to avail- ability and Computervision's then current time and material policies and rates. SECTION XII--MLF OPTION I SERVICE FOR MONTHLY LICENSE FEE SOF'I'VVARE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for MLF OP1 as referred to in this Section XII will be provided for Operating System Software during the Service Hours associated with the Equipment Service Offering which has been selected for the System within which the Operating System Software resides. For all other Software, Service Hours will be 8:00 a.m. to 5:00 p.m. local time, Monday through Friday, excluding Computervision (24 hours) holidays. 2. Computervision will provide MLF Option 1 Service for Monthly License Fee Software as defined in this Section XII for the Software identified by the Service Code "MLFOP1" on the Product Schedule. MLF Option 1 Service includes: A. MLF Software Support--phone-in fault reporting and problem diagnosis; revisions (but not enhancements) as they become available for general release; and changes to documentation, as released, in the form of changed pages and addenda consis- tent with original documentation for the Software; and B. At Computervision's discretion, maintenance releases, patches, workarounds or corrections which have been developed, tested and formally released, including, where suitable, information relating to availability of code corrections, identified workaround procedures and limitations pertaining to supported Software. 3. The terms and conditions of the Computervision license for the original copy of the Software shall apply to the revisions, mainte- nance releases and documentation. MLF Option 1 Service does not include on-site installation of Software revisions, or maintenance releases or on-site assistance. Customer shall install future revisions and maintenance releases provided by Computervision and accepts full responsibility for such installation. Upon Customer's request, Computervision may install future Software updates and revisions or provide other on- site assistance at Computervision's then current time and materials charges.