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Appendix 1 to Schedule 2 — Support Services <br />The Civica Support Service provides application and technical support for projects, as well as part of the <br />standard annual maintenance contract for the Civica system(s). <br />Civica Service Desk Support <br />The Civica Service Desk support covers business hours Monday to Friday, with the exception of public <br />holidays. Support incidents can be placed with the Civica Service Desk for technical or usage support <br />assistance: <br />► Technical Support: Support is given, where possible, via remote access and where necessary <br />Civica will log into the Civica system to progress a support request. <br />► Usage Support: A broad range of usage support is available. <br />Exclusions <br />The following applies to our support: <br />► Out of hour's technical, usage or special programming support. In the event that out of hours support <br />is required then please contact Civica for further information. <br />► Automatic / repeating programs, i.e. the service does not cover requests for a program to be <br />automatically run every month. Individual requests must be made for each occasion a program is to <br />be run. <br />► Running of programs outside of the Civica support hours. <br />► Unattended running of programs, i.e. the service does not cover scheduling of a program to run <br />automatically overnight. <br />► The move or copying of data, (other than a copy of the whole system), from one instance of the <br />Civica system's database to another, unless as an agreed task that is part of an implementation <br />project, i.e. the service does not cover the movement of data from the Test system to the Live system <br />or the Training system to the Test system etc. <br />► Import and update of records from a data source external to the Civica system, unless as an agreed <br />task that is part of an implementation project. <br />► New Releases (enhancements) of operating system software and/or database software <br />► Re -installation and restore of Operating Software [Civica Application Software] following a fault e.g. a <br />server error. <br />► Pro -active maintenance of database re: capacity, good housekeeping, checking of database etc. <br />► Issues occurring in the customers disaster recovery environment other than application issues when <br />the DR site is acting as the live environment <br />► Installation of additional application environments (other than Test and Training). <br />► Changes made to data where that change has NOT been made though the Civica supplied software <br />Go live up to first two weeks: <br />► As part of the Go / No Go stage gate, any outstanding system(s) issues will be transitioned to and <br />managed by the Civica Service Desk and all issues will be recorded as support incidents. <br />► The Civica Service Desk will triage the incidents to determine the appropriate response, and liaise <br />with the Civica Project Manager / designated lead as appropriate. <br />► Issues will be responded to according to their impact and urgency; i.e. the effect on normal business <br />operations as per the Incident Priorities, (detailed previously in this document), however incidents <br />received in this first period after go live will receive additional focus to ensure the new users receive <br />the support they need. <br />► Incidents during this period will be reviewed daily by the project manager and Civica Service Desk <br />team, and progress updates for the customer will be updated on the web based Customer Support <br />System. <br />Mayfield Village - August 2020 Contract Terms & Conditions.docx <br />Commercial in Confidence Page 16 of 19 <br />