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2.2.14 Services necessary due to CoR's failure to back up its data or failure to use an <br />� uninterruptible power supply. <br />� 2.2.15 Design consultation services such as, but not limited to, configurations analysis, <br />� consultations with CoR's third-party provider(s), and System modifications. <br />� 2.3 CoR may request from LETG additional services or equipment outside the scope of this <br />� Agreement. CoR shall receive from LETG in advance an estimate of the cost of the <br />� requested service or equipment. The rates for such services shall not exceed the then- <br />� current reasonable fair market rates, which rates shall be quoted to CoR by LETG on an <br />� annual basis. Any services to be provided on an hourly basis shall be billed to CoR in <br />� increments of no more than a quarter of an hour. Prior to commencing work or providing <br />� any additional equipment or services, LETG shall receive for all approved City requests a <br />� signed work order from CoR and a deposit equal to fifty percent of the estimated cost of <br />� the requested service or equipment. LETG shall provide these services in a timely, cost- <br />� effective manner. <br />� 2.4 CoR shall make all of its requests for Services from LETG by contacting LETG's call intake <br />� center during Standard Business Hours. CoR's system administrator shall follow the <br />� Residual Error reporting process described herein and make all reasonable efforts to <br />� duplicate and verify problems and assign a severity level to the problem. Criteria for <br />� assigning severity levels are listed in Exhibit B of this Agreement. CoR agrees to use <br />� reasonable efforts to ensure that all problems are reported and verified by its system <br />� administrator before reporting them to LETG. CoR shall assist LETG in determining that <br />� errors are not the product of the operation of an external system, data links between <br />� systems, or network administration issues. If a Severity Level 1 or 2 Residual Error <br />� occurs, any City representative may contact LETG, but the system administrator must <br />� follow up with LETG Customer Support as soon as practical thereafter. The location of <br />� and phone number for the LETG call intake center is as follows: <br />� 651-578-2801 (normal business hours) <br />� 763-208-7991 Option 5(after hours emer ,�y� <br />� 2.5 LETG shall provide CoR with the names of all LETG personnel that will be providing <br />� Services to CoR pursuant to this Agreement. During the course of providing the Services, <br />� LETG shall, within a reasonable amount of time, notify CoR of any changes to any of the <br />� listed personnel. In the event that LETG personnel are not performing the Services in <br />� accordance with the terms and conditions of this Agreement, CoR shall have the right to <br />� request that LETG remove and replace such LETG personnel. Within a reasonable <br />� amount of time after receipt of CoR's request therefore (which right of request CoR will not <br />� unreasonably exercise), LETG shall replace such personnel at no additional cost to CoR. <br />� Section 3. SERVICE FEE. <br />� 3.1 The Services to be provided by LETG pursuant to this Agreement shall apply only to the <br />� Products described in the Description of Covered Products which is attached to this <br />Agreement as Exhibit A. If the price for Services to a particular type of Software is based <br />Page 7 of 19 <br />