CITY COUNCIL AGENDA PACKET - Laserfiche WebLink

City of Pleasanton - Sun Ridge Systems, Inc.Page 21 ●For critical problems, Sun Ridge personnel will work with Licensee until the situation is resolved. ●For problems that are not critical problems that have a lesser though continuing impact on operations of Licensee, Sun Ridge will endeavor to provide a solution or workaround within 72 hours of the problem being reported to Sun Ridge by the Licensee. ●For other problems Sun Ridge may, at its discretion, either issue a near term "fix release" of the product or include the fix in the next scheduled product update. 3.Licensee equipment and software responsibilities. Licensee agrees to allow Sun Ridge to remotely connect to Licensee’s system when a problem is reported. Sun Ridge uses BeyondTrust remote access software for secure installation and follow-on support services. BeyondTrust software provides superior security and does so over an ordinary internet connection via a Sun Ridge server that hosts a BeyondTrust security hardware device. If Licensee does not allow unattended access, the Sun Ridge response to a service request may be delayed until a responsible party of the Licensee allows access. Once remote access is obtained, Sun Ridge will examine data files, investigate reported problems, and provide updates and corrections as necessary. 4.Provision of software updates. Sun Ridge will provide all new enhanced and updated versions of software licensed to Licensee at no additional cost. This software will be provided with detailed installation instructions for installation by Licensee. If desired, Licensee may retain Sun Ridge to perform any installation at additional cost to be determined on a per case basis. Updates are distributed via download from the Sun Ridge’s ftp web site. Sun Ridge will not be obligated to provide service for release versions that are more than two annual release versions older than the current release. 5.Term. The term of support services shall be one year shall be annually renewed for another year upon payment of invoice. Payment for the year is due in advance the day the services begin. Non- payment of the support invoice within 60 days shall be cause for terminating or suspending the support services at the discretion of Sun Ridge. 6.Termination. Licensee may terminate support services with or without cause upon ninety (90) days written notice to Sun Ridge. If terminated, Licensee is entitled to a prorated refund for the service days not consumed beginning on the last day of the month the written notice is received by Sun Ridge to the end of the remaining term of the Agreement. 7.Limitations. Sun Ridge agrees to provide support only for public safety application software provided by Sun Ridge. Other software used by Licensee (word processing, spreadsheet, etc.) is not included in this Agreement. PC and network operating system software and Microsoft SQL Server database system software is similarly not included, although Sun Ridge may assist Licensee in isolating problems to this software. (Sun Ridgereserves the right to charge for diagnostic services in the event it is determined that the reported issue is not attributable to RIMS.) Also Page 192 of 270