Laserfiche WebLink
City of Orono, MN  |  8/20/2020 <br />Cartegraph Systems LLC <br />Addendum A - Support Services <br />Cartegraph Suppor t and Training Services – Scope of Work <br />The Suppor t Services listed in the Investment Summary of the Purchase Agreement are specific <br />Cartegraph Services which will be delivered to the Customer based on the descriptions below and on <br />the terms and conditions and subject to the limitations set forth in this Addendum A, the applicable <br />Purchase Agreement, and the Car tegraph Solutions Agreement. Cartegraph will coordinate with the <br />Customer on service delivery expectations and timeframes. <br />As part of Customer’s subscription to access and use of the Cartegraph Solutions, Customer will <br />receive: <br />1.    Support Services <br />a. Campus – www.campus.cartegraph.com <br />Our User Assistance area is a convenient and easily-shareable resource designed to help you and your co- <br />workers better understand the functions and capabilities of your Cartegraph Solutions. Instantly access user <br />tips, step-by-step instructions, videos, and more. <br />b. Dedicated, Unlimited, Toll-free Phone Support - 877.647.3050 and Live Chat <br />When questions need answers and difficulties arise, count on our industry-leading Support team to provide the <br />guidance and assistance you need. Reach us as often as you need Monday-Friday, 7:00 am-7:00 pm CT. Live <br />Chat is available within the product or through Campus. <br />c. Support via Case Submittal or Email <br />If a phone call or live chat is not your best option, you can always request support via our online case submittal <br />form available in Campus or via email. Email support is available at support@cartegraph.com. <br />2. Training & Education Services <br />a.    Convenient Online Resources: <br />All the information you need, one click away. Take advantage of online training opportunities, tutorial videos, <br />upcoming event information, and more. <br />b.   Customer Led User Groups <br />: Meet and network with similar Cartegraph users in your region. Customer led User Groups allow you to find out <br />what other organizations are doing to get more from their Cartegraph solutions and services. <br />3. Releases & Upgrades <br />a. New Releases: <br />Cartegraph is continuously innovating and enhancing the Cartegraph OMS collection of products. As a customer <br />with an active subscription, you will receive each new release of the software. <br />i. Cloud-hosted customers: Your cloud-hosted site will be upgraded by our Cartegraph System Consultants after <br />the release is available. <br />ii. <br /> On-premise customers: For your on-premises installation, our Technical Consultants will work with your <br />organization’s IT staff to deliver the latest software release. Software will be made available after installation to <br />the Cartegraph cloud-hosted customers. <br />b. Service Packs: <br />A Service Pack consists of lower-severity bug fixes and/or small platform updates. <br />i. <br /> If required, cloud-hosted sites will receive Service Packs as needed. These Service Packs are installed by the <br />Cartegraph System Consultants.  <br />Page 7 of 8