Agmt 2005 New World Systems - Laserfiche WebLink

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Exhibit C/STANDARD SOFTWARE MAINTENANCE AGREEMENT Page 2 Additions of Software to Maintenance A~reemenC Additional Licensed Standard Software licensed From New World will be added to the SSMA as it is installed at Customer's location. Costs for the maintenance for the additional software will be billed to Customer on a pro rata basis for the remainder of the maintenance year and on a full year basis thereafter. 6. Requests for Software Correction on Licensed Standard Software At any time during the three hundred sixty five (365) day warranty period or during the SSMA period, if Customer believes that the Licensed Standard Software does not conform to the current specifications set forth in the user manuals, Customer must notify New World in writing that there is a claimed defect and specify which feature and/or report it believes to be defective. Before any notice is sent to New World, it must be reviewed and approved by the Customer Liaison. Documented examples of the claimed defect must accompany each notice. New World will review the documented notice and when a feature or report does no[ conform to the published specifications, New World will provide software correction service at no charge. (See paragraph 4.0 of the General Terms and Conditions of this Agreement for the New World warranties provided). Anon-warranty request is handled as a billable Request for Service (RFS) (see Exhibit B). During the tens of this Standard Software Maintenance Agreement, New World will furnish Error, Defect or Malfunction correction in accordance with the Priority Categories listed below, based on the Customer's delenmination of the severity of the Error, Defect or Malfunction and New World's reasonable analysis of the priority of the Error, Defect or Malfunction. (a) Priority 1: An Error, Defect or Malfunction which renders the CAD Licensed Standard Software inoperative; or causes the Software to fail catastrophically. After initial assessment of the Error, Defector Malfunction by a New World Call Center analyst, if required, New World will assign a qualified product technical specialist(s) with 3 hours, to diagnose and correct the Error, Defect or Malfunction. New World will provide ongoing efforts and communication about the status of the correction. (b) Priority 2: An Error, Defect or Malfunction which substantially degrades the performance of the Software, but does not prohibit the Customer's use of the Licensed Standard Software. New World will exercise all commercially reasonable efforts to include a Fix or patch for the Error, Defect or Malfimction in the next Software maintenance release, which are normally provided every 30 - 60 days. (c) Priority 3: An Error, Defect or Malfunction which causes only a minor impact on the use of the Licensed Standard Software. New World may include a Pix or Patch in the next Licensed Standard Software major release. Customer may contact the following New World resources for management level issue resolution escalation: Aegis Product Manager, currently Erin Fleming General Manager of Aegis Development, currently Mike Newsom Vice President of Aegis Operations, currently Mark Dvorak The no charge software correction service does not apply to any of the following: (a) situations where the Licensed Standard Sofh~~are has been changed by anyone other than New World personnel; (b) sihiations where Customer's use or operations error causes incorrect inlbrmation or reports to be generated; and (c) requests that go beyond the scope of the specifications set forth in the current User Manuals. CONFIDENTIAL (Rcviscd 02/10/04) City of San Leandro, CA