06-24-2019 Council Packet - Laserfiche WebLink

Home Browse Search

15. NOTIFICATION All notices or communications required or permitted as a part of the Agreement shall be in writing (unless another verifiable medium is expressly authorized) and shall be deemed delivered when: A. Actually received, or B. Upon receipt by sender of a certified mail, return receipt signed by an employee or agent of the party, or C. If not actually received, ten (10) days after deposit with the United States Postal Service authorized mail center with proper postage (certified mail, return receipt requested) affixed and addressed to the respective other party at the address set forth below or D. Upon delivery by client of the notice to an authorized Civic representative while at client site. The addresses of the parties to this Agreement are as follows: Civic Systems, LLC Ten Terrace Court P.O. Box 7398 Madison, WI 53707-7398 City of Orono 2750 Kelley Parkway Crystal Bay, MN 55323 16. WAIVER This instrument contains the entire Agreement for support of the parties. It cannot be changed, altered or modified orally. All changes or modifications must be in writing by the parties hereto. 17. SOFTWARE SUPPORT The customer will supply the conditions and data which caused the malfunction and help reproduce the failure. The following services are part of the Support Agreement: A. Telephone and Internet Support — Unlimited and reasonable telephone technical support is provided during the hours specified in the Service Hours section above. In addition, client has the ability to log support issues and search a knowledge base utilizing Civic's customer support portal over the internet twenty-four (24) hours a day, seven (7) days a week. Technical support history, including issue and resolution, shall be available to client via the customer support portal over the internet for a period of three (3) years. Civic shall, on occasion, employ software tools that utilize the internet to troubleshoot technical support issues. B. Bug fixes and Updates — Civic shall provide client with all bug fixes and updates within twenty (20) days of receiving bug fixes and updates upon satisfactory software testing by Civic. Documentation communicating bug fixes, updates, and changes to the database schema shall be sent to client. C. Software Upgrades — Civic shall provide client with upgrades to the current platform when available. Civic shall provide client with all upgrades within thirty (30) days of satisfactory software testing by Civic. All relevant documentation communicating enhancements, changes to user manuals, changes to the database schema, etc. shall be sent to client. D. Trained Employees — Support will be provided to any employee that has completed formal training with Civic. Client shall notify Civic of any new employees requiring software support. New employees must schedule formal training with Civic at the current daily rate before support services are provided under the Support Agreement. If software support is required before training takes place, Civic will provide support as long as training has been scheduled with Civic 18. MISCELLANEOUS This Support Agreement covers those services rendered for pre and post "go -live".