Reso 2002-504 - Laserfiche WebLink

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# Note: For IBM S/390 and zSeries Supported Products, this defect assistance from our support center is not charged for under this Service and therefore not covered under the terms of this Attachment. When you report a problem with covered non-IBM software Supported Products, we will assist you to isolate the problem cause and provide you recovery information, if available, from the vendor. We will provide corrective service information and program fixes, if available and we are authorized to provide to you, for known defects. If a new (unknown) defect is identified, we will report it to the appropriate vendor and notify you of our actions. At this point we will consider our support requirement fulfilled. Resolution of these problems is the responsibility of the vendor. Response Criteria We will use commercially reasonable efforts to respond, by telephone. to Support Line Service calls from you within two hours during Prime Shift. Our initial response may result in resolution of your request or it will form the basis for determining what additional actions may be required to achieve technical resolution of your request. If you select Full Shift coverage, during Off Shift we will use commercially reasonable efforts to respond to Support Line Service calls which you specify to be Customer Critical Problems within two hours and all other Support Line Service calls within four hours. If you select Prime Shift coverage, all Support Lines Service calls from your personnel during Prime Shift are included in your coverage. If you select Full Shift coverage, all Support Line Service calls from your personnel during Prime Shift and Off Shift are included in our coverage. Electronic Support You will also be able to electronically submit Support Line Service requests for Supported Products, provided you meet the prerequisites we specify for electronic access. We will use commercially reasonable efforts to respond to each electronic Service request from you within two hours of receipt during Prime Shift. For electronic Service requests received during Off Shift, we will use commercially reasonable efforts to respond within two hours of the start of Prime Shift on the next business day. IBM is not responsible for delays in response delivery caused by systems and network problems. Your Responsibilities You agree to: 1. ensure you are properly licensed to all software Supported Products for which you request assistance; 2. retrieve and review a current Supported Products List on a regular basis to verify whether there have been any additions or deletions within your covered support groups; 3. ensure that any access codes we provide to you are used only by your authorized personnel; 4. designate a technically qualified representative (called "Primary Technical Contact") who will be your focal point to whom we may direct general technical information pertaining to your Supported Products. Your Primary Technical Contact and each caller must have sufficient technical knowledge of your Supported Products environment to enable effective communication with our support center; 5. provide us with all relevant and available diagnostic information (including product or system information) pertaining to software problems you request assistance with; 6. provide us with appropriate remote access to your system to assist you in isolating the software problem cause. You will remain responsible for adequately protecting your system and all data contained therein whenever we remotely access it with your permission; and 7. provide us with written notice of changes to your machine inventory within one month after the change occurs. Such changes may cause a revision to your charges for this Service. * Termination You may terminate Support Line Service for any support group or any optional feature on one month's written notice to us and your IBM Business Partner after it has been covered under this Z125-5766-11 11/2002 (MK076) 12105/2002 Page 6