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<br /> <br />-- <br /> <br />- the services Dell agrees to provide are repair services which are necessary because of any defect which exists or <br />occurs in materials or workmanship in the units under maintenance. Preventive maintenance is not included. <br />Installation, deinstallation, or relocation services and operating supplies are not included. Repairs necessitated by <br />software problems, or as a result of alteration, adjustment, or repair by anyone other than Dell (or its <br />representatives) are not included. Dell is not obligated to repair any unit under coverage which has been damaged <br />as a result of (1) accident, misuse, or abuse of the unit (including.. but not limited to, use of incorrect line voltages, <br />use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to <br />follow operating instructions) by anyone other than Dell (or its representatives), (2) an act of God including, but not <br />limited to, lightning, flooding, tornado.. earthquake, and hurricanes, or (3) the moving of the unit under coverage <br />from one geographic location to another or from one entity to another. <br /> <br />Schedule G... . <br />Software Maintenance and System Support <br /> <br />1. Telephone diarnostic service: is available during the following hours: 8:30am - 8:00pm, Eastern <br />Standard Time, Monday through Friday, excluding standard GIS holidays. From 8:30-5:00pm <br />Eastern Standard Time customers will be able to call Customer Support and reach their Site Manager <br />or Technical Support Specialist. From 5:00pm-8:00pm Eastern Standard Time customers will reach <br />the Site Manager or Technical Support Specialist working at GIS headquarters that night. At 8:00pm <br />the phones will be transferred to the answering service. Emergency referrals from GIS's Operations <br />Center to on-call personnel will be available 24 hours per day, 7 days per week. Emergency assistance <br />is limited to work in correcting problems which impact critical functionality of the System. Software <br />service .calls that cannot be solved immediately will be referred to specialists within the Operations <br />Center. Services performed by GIS beyond the scope of those services listed in 2.1, 2.2. and 2.3. <br />below, or beyond the limitations listed in 3.1., 3.2. and 3.3. below, will be billable at the rate of $200 <br />an hour with a minimum $400 charge. <br /> <br />2. Software maintenance covers: <br />2.1. trouble-shooting of any POLARIS Software related problem; <br />1.2. provision of updates to the latest version of the POLARIS Software; <br />1.3. support for SQL reports interface with POLARIS Software; <br /> <br /> <br />3. Service limitations: <br />3.1. no on-site Software support service is included under this Agreement. Anyon-site service <br />requested by the LIBRARY will be provided at GIS's per-call rates and terms then in effect. <br />3.2. service will not be provided as a resuIt of: <br />fault or negligence on the part of the LIBRARY; <br />failure of Third-Party hardware/ software; <br />operator error that deviates from standard operating procedures as described in the <br />Software Materials; <br />data loss and/ or corruption as a result of any Hardware failure <br />3.3. Software support service does not include: <br />Server operating systems; <br />Client operating systems; <br />Third-Party PC software; <br />network/ communications software; <br />web server/browser software (except where supplied by GIS); <br />PC trouble-shooting; <br />virus protection, detection or removal; repair of damage incurred through the infection of a <br />virus; <br /> <br />POLARIS <br /> <br />roIARl"i <br />