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<br />Miami-Dade County <br />Service Level Agreement <br /> <br /> EXHIBIT A <br /> Table of Contents <br />Article Page <br />Agreement 1 <br />Exhibit A Table of Contents 2 <br />Article 1. Term of Agreement 3 <br />Article 2. Definitions 3 <br />Article 3. Scope of Services 3 <br /> A. Enhancement and maintenance of the City's Web Portal 3 <br />Article 4. Service Level Standards 4 <br /> A. Frequency/Response Time 4 <br />Article 5. Customer Support 4 <br /> A. Hours of Contact 4 <br /> B. Accessibility of the MDC Account Manager 4 <br />Article 6. End-user Surveys 5 <br />Article 7. Customer Responsibilities 5 <br />Article 8. Assignment of Rights or Obligations 5 <br />Article 9. Compensation for Services 6 <br /> A. Annual Cost of Service Level Agreement 6 <br /> B. Cost per additional level of service 6 <br />Article 10. Billings 6 <br />Article 11. Liquidated Damages 6 <br />Article 12. Ownership, Protection and Security 6 <br />Article 13. Force Majeure 7 <br />Article 14. Indemnification 7 <br />Article 15. Contract Term 7 <br />Article 16. Termination of Agreement 7 <br /> 2 <br />