Contracts & Agreements_198-2002 - Laserfiche WebLink

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1.8 "Software Update" means such Software modifications, revisions and updates to the Software which SunGard, in its sole discretion, incorporates into the Software and provides to Customer as part of the Annual Support Agreement. 2. CUSTOMER ASSISTANCE 2.1 Remote Assistance. SunGard shall provide to Customer, from 5a.m. to 5p.m. PT, Monday through Friday (SunGard Holidays excepted), telephone, fax, and e-mail supported assistance regarding Customer's authorized use of the Latest Software Update. Customer agrees to attempt to locate information provided in Documentation prior to use of Remote Assistance. In addition, SunGard shall provide self service -based assistance via SunGard's web based Support Online. The Customer agrees to stay current on the Latest Software Update for their chosen Delivery Stream Option (Express or Mainstream). SunGard will provide help desk support for a single production account and, at a reduced priority, a single test account. 2.2 Remote Support. The Customer agrees to maintain, for the duration of this Agreement one of 4 options Option 1: SafetyNet — consists of a dedicated pre -configured server that resides at the client site, utilizing Microsoft Virtual Private Network . This option restricts the firewall opening to an authenticated port, and establishes a connection between SunGard, Bi-Tech Inc. and the client site only. In addition the SafetyNet Server allows the establishment of a VPN tunnel where the encryption of data passing through the Internet safeguards the authentication and data transfer. This option is the best solution for premium support and is necessary for access to PC/Web based clients products as well as access to multiple servers onsite. Customer is responsible for the costs related to maintaining the SafetyNet Engine, and for telephone toll charges associated with remote on-line support. Option 2: Microsoft VPN - implement a Microsoft compliant VPN on a dedicated server of your choosing. Because of the administrative overhead involved in supporting the ever-increasing number of VPN solutions, we will not support other VPN solutions that require specific client software. Option 3: RAS Pool/Modem Access — Remote Access Service Pool offers a modem -like dial up point of authentication. Both the RAS and Modem access are reasonable for host based support only. PC/Web product support is considered too slow and is not acceptable. Option 4: Telnet1SSH1ftp access — This method allows access to the UNIX or MPE host by opening selected ports for telnet, NSNT (on MPE), or SSH access (on UNIX). SSH provides for encrypted traffic and is a more secure option. SunGard Bi-Tech needs the ability to access our FTP site from the client's host. Inbound access, where we can ftp from SunGard directly to your site is appreciated but not required. This solution provides premium support for host based applications only, While this solution is more secure when implemented over a dial -up modem, the slowdown in performance hinders the timely resolution of support issues, therefore the performance of the Internet is generally preferred. 2.3 Resolution Assistance. Customer shall provide to SunGard reasonably detailed documentation and explanation of issues to be resolved, together with underlying data, to substantiate any problem or failure and to assist SunGard in its efforts to diagnose, reproduce and correct the problem or failure. 2.4 Non Software Assistance. Non Software Assistance requests (e.g. requests for assistance with hardware, operating systems, database management systems, networks, printer configuration, etc.) are outside the scope of this Annual Support Agreement. However, at Customer's request, Non Software Assistance may be provided on a time and materials basis, as available, at the sole discretion of SunGard.