HomeMy WebLinkAboutR-2023-114 Authorizing the Purchase of Laserfiche Avante System for Document Management Software and Support Services from ICCRESOLUTION NO. R-2023-114
A RESOLUTION AUTHORIZING THE PURCHASE OF LASERFICHE AVANTE
SYSTEM FOR DOCUMENT MANAGEMENT SOFTWARE AND SUPPORT
SERVICES FROM ICC COMMUNITY DEVELOPMENT SOLUTIONS.
BE IT RESOLVED BY THE BOARD OF ALDERMEN OF THE CITY OF RIVERSIDE, MISSOURI AS FOLLOWS:
THAT the Board approves the purchase of document management software and
support services for the Laserfiche Avante System from ICC Community Development
Solutions in accordance with its attached Quote dated August 3, 2023, as this is an
upgrade to the current Laserfiche System that was purchased in January 2008. The
attached Order Form is approved, and the Mayor is authorized to sign on behalf of the City.
FURTHER THAT the Mayor, the City Administrator, the City Clerk, and other
appropriate City officials are hereby authorized to take any and all actions as may be
deemed necessary or convenient to carry out and comply with the intent of this
Resolution and to execute and deliver for and on behalf of the City all certificates,
instruments, agreements and other documents, as may be necessary or convenient to
perform all matters herein authorized.
PASSED AND ADO TED by the Board of Aldermen of the City of Riverside,
Missouri, the 15th day of August, 2023.
/s/ Kathleen L. Rose
Mayor Kathleen L. Rose
ATTEST:
/s/ Robin Kincaid
Robin Kincaid, City Clerk
City of Riverside
Platte County
Enterprise Content Management System
August 3, 2023
Valid for 3 months
Richard McGinnis
ICC Community Development Solutions/R&D Computer Systems, LLC
913-631-7600
Rmcginnis@icc-cds.com
COMMUNITY DEVELOPMENT SOLUTIONS
Formerly General Code CMS LLC
City of Riverside, Missouri
CONTENTS
INTRODUCTION 3
LASERF|CHEAVAWTESYSTEM OVERVIEW 4
PRELIMINARY DOCUMENT MANAGEMENT PROJECT PLAN 5
DESCRIPTION OFRECOMMENDED [OMPO0E0T6 7
INVESTMENT DETAIL & OPTIONS 10
AUTHOR|ZATON&AGREEK8ENT 12
APPENDIX A — RECOMMENDED SERVER/WORKSTATION SPECIFICATIONS 14
APPENDIX B — INSTALLATION, TRAINING ND SUPPORT 15
COMMUNITY DEVELOPMENT SOLUTIONS
Formerly General Code CMS LLC
City of Riverside, Missouri
INTRODUCTION
RECOMMENDED SOLUTION
Based on the Citys current needs and looking to the City's potential future uses of electronic content
management, ICC-CDS recommends implementation of Laserfiche Avante.
LaserfioheAvantebarobust system that provides the flexibility toconfigure the system tnyour specific way
of doing business without your having to "shoehorn" your processes tofit the mandates of software
solution. LaserOche in also easily expanded —to different departments' different types of documents, and
many other users inthe future asyou see other uses.
AQQW UCC-CDS
We set the standard for improving document management processes and are on the cutting edge of
techno|o8y, providing new and reliable tools to our customers to better serve their clients. VVepride ourselves
in our level of experience, our technical knowledge in the industry and our focus on the customer.
|C[-CDSbatop Sgovernment reseUerofLaser0nhe in the United States, offering more than 20years of
experience, coupled with an industry -leading service, integration, training and helpdesk team.
With Laserfiche at the center ofyour Enterprise Content Management Solution, you get what nearly 30,U00
other public and private organizations are already getting —the most powerful combination of electronic
capture, storage and business process automation tools available today. We selected LaserOohe as our
technology platform because of its open architecture, integration capabilities and the capacity to scale up as
your demand for information sharing and access grows.
Every system designed and implemented by|CCIDSfits your specific needs and requirements. Configuration
of your Enterprise Content Management Solution to your situation reduces the time and additional resources
required tn^amUust"or^optimize"aone-dimensional system.
As a values -based company we adhere to the principles outlined in our "ICC-CDS." These guides for conduct
are integral to building a comprehensive content management solution — one that leverages our 50+ years of
service topublic organizations and governments ofall sizes.
Elements of our "code":
Digital information must be designed ond implemented in ways that support the success of the entire
Our content management solutions must run onoplatform that mebelieve in.
The quality of our service and support determines the ultimate value of the solution we develop.
Our content management solutions are based unthe practical —if there isobetter way todosomething
we will design and implement it.
COMMUNITY DEVELOPMENT SOLUTIONS
Formerly General Code CMS LLC
City of Riverside, Missouri
UASERFICHE AVANTE SYSTEM OVERVUEW
Today, successful organizations need more than document management; they need to optimize the decision-
making process by getting the right content - whether structured or unstructured, paper or electronic, audio
or video, photograph or e-mail — into the right hands at the right time.
Laserfiche Avante is a cutting-edge solution that combines comprehensive content management functionality
with business process management (BPM) tools to both manage and process information — turning it into an
asset that enables efficiency and smart decision making organization -wide. Laser8cheAvanteprovides all of
the elements for today'scomprehensive needs:
• Document Imaging — Converts paper documents or film into an electronic or digital format.
• Document Management — Manages documents (physical or digital) through their lifecycles.
• Business Process Management — Applies workflow technology to content -related processes in order
tostandardize and optimize them.
• Integrative Middleware— Provides many ways to interface with other business-spedfic app|ications
to enable you to have one document repository that can be accessed from other applications and to
enable "sharing" of data between other applications and Laserfiche.
The Laserfiche workflow engine gives you a platform to map, model and manage your business processes in
orderto obtain a better understanding of how to achieve your overall goals by:
° Increasing productivity byautomating manual, repetitive processes.
• Modeling, executing and managing business processes without writing code.
• Triggering workflows based on actions taken in Laserfiche or in 3 rd party applications, such as CRM,
GIS, ERP and more.
Laserfiche Avante readily fits into your existing networked environment, without requiring custom
programming or extensive hardware and software updates. Laser8ohe is developed to support dose
integration with industry -standard operating systems and database management systems. See specifications
inAppendix Afor more detail.
Technology represents one ofthe most significant investments you make inyour organizatinn's success, and
ICC-CIDS and Laserfiche are committed to providing a comprehensive framework for delivering value quickly,
easily and without the need tobring inexpensive experts atevery turn. |CC'[DShas seasoned professionals
to guide you through the planning and implementation process and will be there to provide on -going support.
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Formerly General Code CMS LLC
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PRELIMINARY DOCUMENT MANAGEMENT PROJECT PLAN
I. Upon finalization of the agreement, ICC-CDS's Project Manager will call you to review the Project Plan and
discuss the following:
Designate the main contacts for the project from ICC-CDS and your organization
• Discuss the proposed schedule and set dates
• Determine any necessary hardware purchases, installation or configuration that must take place prior
tothe system installation, and set adate for completion ofthat work
• Confirm availability ofrequired personnel, equipment and facilities
• Address any outstanding questions, concerns or issues
II. The Initial Design and System Implementation Phase will include the following:
• Installation and configuration ofthe main server components
• Installation and configuration of the named user licenses, including LaserOche client software,
SnapshotP|ug'|nandE'mai|functiona|)ty,asvveUasscannerconfigurationandtesting'ifappUcab|e
• Complete system testing ofall installed components
• A file structure review and creation of a hierarchical tree structure designed to maximize efficient use
of the document management system
• Discussion of file -naming conventions to be used in the document management system
• Establishment ofaninitial set oftemplates (electronic index cards)
• Configuration ofusers, groups and user rights (seourity)
• Training for users
• Administrator training for up to two (2) people who will be responsible for administration of the system
Version 9/10/11 Data Migration:
Your server and database will beupgraded. |norder tocomplete this upgrade, you will need tnprovide our
technical project managerwith a copy of your existing database files no later than 3 days before the scheduled
installation. ICC-CDS's Project Manager will work with you to determine the best way to do this.
Remote data migration will occur the day before the scheduled on-site installation and training. The
requirements for remote data migration are asfollows:
• Server must meet the minimum specifications. (See Appendix A.)
• Server must allow for internetaccess.
• Server must be rebooted after completion of the installation of the server software. |[C'[D6must be
notified ifthis will require anoff-hour reboot. |fthe server isnot up'to'date,then note that additional
reboots may be necessary.
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• IT person must beable tu assist.
• The Laserfiche database will be unavailable to users from the start of the installation until the start of
training (potentially up to 2 days).
In order to maintain the security that is currently implemented on your system, you will need to provide a list
of all the LaserFiche users, including user names' full names and a list of feature rights (scan, search, print'
move, create, to name a few). In addition we will need a list of all of the folders in your database and users
who have access to these folders. All of this information must be provided to ICC-CDS at least 1 week prior to
the installation date. Again, ICC-CDS's Project Manager will work with you to determine the most efficient
way to accomplish this information transfer.
COMMUNITY DEVELOPMENT SOLUTIONS
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DESCRIPTION OF RECOMMENDED COMPONENTS
Lasarfiche AvanteTM Server Software
LaserficheAvante MS SQL server software bacomplete electronic content
management solution with fully inteprated business process management.
LasedicheAvante includes the Luserfiche Automoted Workflow Module and
other important business-process functionality "baked into" the core software.
The Laserfiche Automated Workflow Module isorobust component that
facilitates the flow of documents, auto-files and auto-names folders and
documents and enforces time schedules, where desired, by providing e-mail
reminders or notifications to backups or supervisors or by re-assigning
documents to others' folders. By automating processes, you can ensure
that proper process is followed, and work can be distributed to users in an
orderly and predetermined manner.
Laserfiche's robust security enables you to limit both access and functional
rights of users. Your IT staff will appreciate the ability to set security by user
or group, as well as the option to use Windows Authentication for single
System administrators have access tothe Laserfiche Administrator Console
either in a client or a web format.
Named Users
Laserfiche named users have the ability to utilize all of the features of the
software, including scanning, importing, file and volume management,
search and retrieval, annotations, e-mail routing and workflow
participation, asapplicable and assecurity rights permit. Additional named
user licensees can be added at any time in any increment.
Snapshot Functionality: The Snapshot functionality allows
designated users the ability to print existing electronic files into
the Laserfiche system directly and automatically convert them to
inalterable Laserfiche images rather than having to print them out
and then scan them into the system.
E-mail Functionality: The E-Mail Plug-in allows users to send
Lasefiche documentsas e-mail attachments to anyone using a
MAPI-compatible E-mail system. All or part of a document can be e-
mailed; multiple files can be "zipped" into one e-mail; and you can
choose the format in which the documents will be sent (e.g, PDF,
TlFF, JPEG, etc).
Web Access: Laserfiche Web Access is a browser-based thin client
offering virtually all ofthe document management capabilities of
the thick client interface. Authorized users organization -wide can
simultaneously access documents, whether they are accessing
their desks oraremote location. |Tcan add new
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users without installing software onindividual workstations. Users
access LaseMOchethrough aWeb browser. Authorized users scan,
index and otherwise manage documents with Web Access. Staff can
also search, retrieve, create, move, rename and annotate
documents from the Web, as well as participate in workflow
processes. Web Access has real-time access to the Laserfiche
repository, which means that information input into Laserfiche is
instantly available toall users, whether connected directly to your
server, or using Web Access. Also included with Web Access is the
Laserfoche SharePoint integration. Laserfiche is the first electronic
records management solution to obtain joint Department of
Defense records management certification with SharePoint.
Laserfiche Web Access also provides real-time access toyour
Laserfiche repository through the use of mobile devices. The
Laserfiche iPad and iPhone apps provide impressive access, and
Web Access Light is very useful for other tablets and mobile phones.
Laserfiche mobile and Web Access Light are included with Web
Access.
Laserfiche Mobile/App is an app that lets you capture, upload, and
securely access and work with documents inand outside your
Laserfiche repository while on the go. You can review and submit
forms from the app as well. You can browse for documents in a
folder structure; search the entire repository or a specific folder;
create, copy, move, rename, sign, download, print, and delete
documents; modify document fields; view annotations; submit and
approve forms; view and work with offline documents and forms;
and start and view business processes. Additionally, you can add
documents to your repository from other apps, the mobile device's
gallery, or its camera. Gallery and camera images can beprocessed
and enhanced for easier viewing.
Laserfiche Forms Essentials comes with all LoseMlcheRio and
Avante10.2.1 installations and upgrades. All full named users can
sign into Laserfiche Forms, submit forms, access tasks, and perform
any other action in Laserfiche Forms that their Laserfiche Forms
security settings allow them (e.g. creating or administering business
procedures). These users are automatically retrieved from the
Laserfiche Server and are managed onthe System Security page in
Laserfiche Forms. Forms Essentials Full Users have access to the
core features necessary to design processes and forms. Essential
Users also have access to the Operational Dashboard where they
can view statistics on process in progress.
Starter Audit Trail Module
The Starter Audit Trail provides you with the ability to track activity
within your Laserfiche database (e.g., who accessed which document when,
who input a document, who added pages, or moved a document, etc.). A
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built-in Report Wizard guides you through creating auditing reports and
enables you to save frequently viewed reports. If you wish to create more
advanced reports, you can also use 3rd party reporting software, such as
Crystal Reports, with Audit Trail. Audit Trail is an excellent tool for an added
level of security and/or for monitoring staff productivity.
Web Distribution Portal
The Laserfiche Web Distribution Portal includes Weblink and five retrieval
concurrent read-only licenses for Weblink There is a single security profile,
and each anonymous user has the same view and access rights. Laserfiche
Weblink enables access to selected documents via a web browser without
operator-heavy file conversion. The Weblink software converts your
documents to HTML on the fly and provides instant access to them from a
Web browser. The Web Distribution Portal is an excellent way to provide
easy access to public documents, increasing transparency of government
and providing excellent service to your constituents.
Laserfiche Import Agent
Import Agent provides you with the ability to use multi-function devices
(copier/scanner) or other "non-connected" scanners to bring documents
automatically into Laserfiche using devices that are not directly-supported
scanners. Import Agent is rules-based and can automatically bring
| documents into LaseMOcheinto pre -determined folders inLaserhchebased
on their location on your network or other "rules." Import Agent is often
used to "kick off" workflows tmfurther automate your processes.
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City of Riverside, Missouri
INVESTMENT DETAIL & OPTIONS
Hardware or any applicable taxes are not included in price, unless otherwise noted.
Line Item Description
Model # Quantity Unit Price Total
Base Software
Avante Server for MS SQL with Workflow MSE30
1 $5,000.00 $5,000.00
Avante Named Full Use r with Snapshot, Web Access & Email MNF16 28 $600.00 $16,800.00
Add-Ons/Plug-Ins
Avante Web Distribution Portal
Avante Import Agent
Avante Starter Audit Trail
Base Software Subtotal $21,800.00
MPD 1 $7,995.00 $7,995.00
MCA01 1 $1,495.00 $1,495.00
MATS16 28 $50.00 $1,400.00
Add-Ons/Plug-Ins Subtotal $10,890.00
Support
LSAP Avante Server for MS SQL with Workflow MSE3OB 1 $1,000.00 $1,000.00
LSAP Avante Named Full User with Snapshot, Web Access & Email MNF16B 28 $120.00 $3,360.00
LSAP Avante Web Distribution Portal MPDB 1 $1,600.00 $1,600.00
LSAP Avante Import Agent MCAO1B 1 $390.00 $390.00
LSAP Avante Starter Audit Trail MATS16B 28 $10.00 $280.00
ofessional Services
Laserfiche Configuration and Training- remote day
Laserfiche Project Coordination
1
Support Subtotal $6,630.00
$1,400.00 $1,400.00
Professional Services Subtotal
Adjustments
Laserfiche Software Upgrade Credit
*Trade-in credit estimate based on new software order date
1
7, 6. 27,936.
Adjustments Subtotal ($27,936.
Grand Total $13,084.00 *
Your LSAP anniversary date will be re -aligned to reflect the date of ordering of the Laserfiche software for your new Avante
system. Any remaining LSAP from your Laserfiche "Classic" system will be reflected as a credit on the project invoice.
Anticipated annual LSAP fees after the included 1st year for the above configuration would be $6,630.00
Note: This estimate is subject to change based upon the then -current support prices for that year.
Automated Workflow Module and Electronic Forms (software) is included with Laserfiche Avante. If/when the client wishes
to implement Automated Workflow and Electronic Forms (including the Laserfiche Solution Marketplace or Business Process
Library), there will be additional development, configuration and training time required. We will be happy to assess any
Workflow implementation desires with you and provide any relevant fees at your request. (Fees will be based on the number
and complexity of the desired workflows to be implemented.) These additional service fees would not apply until you are
ready to implement this component.
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Formerly General Code CMS LLC
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City of Riverside, Missouri
Note: Remote data migration will occur the day before the scheduled on -site installation and training. The requirements for
remote data migration are asfollows:
• Server must meet the minimum specifications (see attached)
* Server must allow for intemetaccess
w Server must be rebooted after completion of the installation of the Server Software (we must be notified if this will
require anoff-hour reboot)
° nperson must beon-site tvassist
° Laserfiche database will be unavailable to users from the start of the installation until the start of training (up to 2
days)
1. Adjustments tmPerformance Schedule; Rescheduling.
Adjustments toSchedule. Upon the mutual consent ofthe City and |C['CDS the "Performance Sohedu|e"
may bechanged orextended asoutlined below.
Rescheduling. The City must notify |CC'[D5 inwriting, immediately upon learning orotherwise becoming
aware, of any difficulties that may delay the delivery ofservices or deliverables. Such notification must
identify the reason for the delay, as well as the anticipated period of delay.
Travel -related penalties incurred by ICC-CDS due to a change in the Installation / Trainingschedu|ebythe
City may be charged directly to the City unless the delay is a result of a state of emergency.
2. Contract Cancellation Policy.
|fthe City chooses tocancel this contract, itmust doaoinwriting. The City will bebilled for the following
contract -related expenses incurred and services provided up to the receipt of written contract
cancellation, including:
0 Any and aUtrave|'ve|ated expenses incurred by |CC'CDS
" Any and all consultation, installation and training services performed by ICC-CDS,
* Any and all software -related expenses incurred by ICC-CIDS as per the Laserfiche Software Return
3. LaserHcheSoftware Return Policy:
• Unopened and not activated products can be returned within 30 days from the date of purchase
atnochaqge.*
•' Unopened and not activated products returned between 31 days to 12Udays from the date of
purchase will incur a1S%restocking fee onthe original purchase price.*
" There isnoreturn ofproducts over l2Odays from the date nfpurchase.
* There isnoreturn ofproducts that have been opened oractivated.
*Return Credit, less applicable charges, will only begiven after 1ose(fichereceives oletter o/
co/Virmotion&hotthezo/twonewosnotopenedoroctivoted
oCOMMUNITY
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AUTHORIZATION & AGREEMENT
The City of Riverside, Missouri hereby agrees to the procedures outlined above, to |CC'CDS's Content
Management Solutions Terms & Conditions and tothe License Agreements forthe software referred to above,
all of which are available a and are incorporated herein by
reference, and authorizes |CC-[DStoproceed with the project. '
.Electronic Document Management Project $13,004,00
Estimated Annual support fee second year forward /LSAPj: $6,63000
Note: This estimate is subject to change based upon the then -current support prices for that year,
SOFTWARE ORDER, PAYMENT AND PERFORMANCE SCHEDULE
All software components will be ordered approximately three weeks prior to installation and shipped to
customer. The software maintenance (annual support) will start 30 days after software order.
° $11,384.00 of the project price shall be invoiced upon the order of the software and support.
• $1,700.00 of the project price of the installation and training shall be invoiced as completed.
LASERF|CHE PUBLIC PORTAL/WEBLINK PRODUCT
The City accepts all responsibility for reviewing documents to ensure confidential and secure information is
protected when made available to outside entities using the Laserfiche Public Portal/Weblink product.
(Client please please Invoice for this Proj ttobesentto: Email:
~~
6/
Title: _j
COMMUNITY
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Formerly General Code CARS UC
Title:
12
e-1,
ICC-
By: V `�' " In the Presence of:
City of Riverside, Missouri
Title: General Manager Title: Proposal & Inside Sales Rep
Date:
8/17/23
Date:
8/17/23
In order to authorize the project:
1. Sign the Proposal
2. Fax or email the Authorization & Agreement Section only to: ICCCDS@generakode.com • fax (585) 328-8189
3. Mail the signed Proposal to ICC-CDS at: 781 Elm grove Road • Rochester, NY 14624
Upon request ICC-CDS can sign and mail a copy of this agreement bock to the Municipality for its records.
COMMUNITY 13 August 3, 2023
' % DEVELOPMENT
IS, SOLUTIONS
�� Form rty Cenerei Cede CMS tie
City of Riverside, Missouri
APPENDIX A - RECOMMENDED SERVER/WORKSTATION SPECIFICATIONS
Please click on the below links to view current specifications:
Laserfiche Avante Minimum Recommended Hardware Specs
Laserfiche Default Ports
Virtualization Considerations for Laserfiche
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APPENDIX B - INSTALLATION, TRAINING AND SUPPORT
Pre -Installation Teleconference and Technical Review
Prior to the on -site installation and training, one of ICC-CDS's technicians will work with your technical staff
or consultant to review the hardware and other technical requirements and ensure that all hardware is
ready for the installation. We will also work with your designated contact person to establish the agenda for
the on -site days.
Customized Training
ICC-CDS provides practical training sessions to ensure that your users keep pace with "best practices" and
that your Laserfiche system continues to provide your organization with the maximum efficiencies possible.
Our training experts will come on -site to your facility and provide thorough training for your staff with
manuals customized to your specific system and needs. Whether you are a new Laserfiche user or an
existing user seeking refresher training, we pride ourselves on maintaining a team of trainers who can relate
to users at any level of expertise.
Our standard Laserfiche user training covers the basic functions of the program and provides you
with the necessary skills to put the system into immediate use. Based on the file organization and file
naming structures that were determined by your organization, the training covers input, search and
manipulation features using your documents to address file -organization and file -naming structures
Administrator Training covers the system administrative functions and typically takes place
throughout the on -site sessions, as appropriate.
Laserfiche Software Assurance Plan (LSAP)
LSAP is renewable on an annual basis and was created to deliver critical program updates and provide on-
going technical support for your Laserfiche document management system. With LSAP you will always be
confident that you are receiving the very best performance and quality possible.
TECHNICAL SUPPORT
Technical Support covers all questions that might arise with your Laserfiche system should a
technical issue arise. Technical Support covers the installation of software patches and minor
upgrades, as appropriate.
The first line of technical support is via telephone, using our toll -free number (855-436-5500) or via
e-mail at Ifsupport@generalcode.com. With Basic LSAP service, technical support requests not
immediately addressed will be acknowledged within 8 business hours, with the majority of response
times within 2 hours. ICC-CDS's support technician will discuss the issue with you. If there are more
detailed diagnostics needed, the technician will log into your system remotely, using the Internet. In
this way, the technician can see what the user is seeing, do diagnostics, and generally remedy the
situation remotely during this initial contact. In situations that require additional research or work
by the technician, we will let you know what still needs to be done, along with a timeframe for
getting back to you. You will also receive a Case number for future reference. By providing remote
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diagnostics and remediation to our clients, we can provide you with quick resolution of your issues
tokeep you upand running.
SOFTWARE PATCHES AND UPGRADES:
In addition to receiving technical support, customers with o current L5AP contract will receive critical
program updates within the current version mfbaserHche. This isextremely important because
Laserfiche is continuously improved to be even more powerful and efficient. You will receive routine
system updates released by the manufacturer after a period of additional |CC'[DS in'housetesting' as
applicable. These patches and software upgrades are available for download at our FTP site. Customers
are given the option of applying the patches themselves or having one of our Laserfiche technicians apply
the patch remotely.
There isnoadditional cost for the installation of minor software updates or patches (typically called 'point
releases'). Major software updates (typically called 'version releases') may have associated service charges
to install, upgrade, or to migrate your Laserfiche software to the new major release level. Related training
on new functionality of the upgraded software may also have associated service charges. Any additional
charges will beoutlined and quoted toyou inadvance.
LASGRF|CHEOFF'HOURS SYSTEMS UPGRADES:
Attimes it is a requirement that Laserfiche systems upgrades are done during off hours or over the weekend
to minimize operational interruptions. ICC-CDS is happy to work with our customers to accommodate these
requirements. With changes in the law regarding payment of overtime for non-exempt helpdesk staff that
are involved in doing work after hours or over the weekend, they must be paid overtime. |CC'CDSisgoing
to begin charging a nominal fee for the off -hours work to cover this new expense. The charge will not
exceed $SOO.0Ofor the time involved.
Services covered under LSAP:
° Remote
-�--troubleshooting andvepairtothebestofourabi|kyofanyerrorsQeneratedbyLaserOohe
" Remote troubleshooting and repair to the best of our ability any Laserfiche functionality that is not
working
° Provide and remotely apply minor patches/point releases on an as needed basis
• Respond torequest calls within Obusiness hours, ifnot immediately
~ Provide technical support between the hours ofQ:U0AM 5:80PK8EST
• Provide access to all major and minor patches provided by Compulink Laserfiche
• User group meetings
• Access toLaser0che'sknnw|edgebase
• Access tovvebina/s
Services not covered under LSAP:
• Training - New user or refresher training either on -site nrremote
• Repair ofdamaged databases
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City of Riverside, Missouri
• Establishment ofSQL maintenance plan
= Addition ofcustom features orfunctionality tnthe software
* Support mtroubleshooting ofthird party software
° Faults or problems caused by unauthorized access to configuration information or changes to
components bythe user orathird party.
° Installation, Migration, Upgrading ofsoftware related tomajor software releases
• Problems or faults caused by use of the product outside its normal operating conditions.
• On'siteteohnina|support,un|essitisopecificaUyindudedanpartofthese|ectedAgoeementor
funded bythe Customer onaper-day basis aspart ofasigned Change Order.
• On'siteoonsu|tinBortraininQ'un|essitisspecificaUyindudedaspartofthese|ectedAgveementor
funded bythe Customer onaper-day basis aspart ofasigned Change Order.
Customer's Obligation:
° To maintain appropriate backups of the Laserfiche database and associated files.
• To contact ICC-CDS prior to implementing significant network changes that has the potential to
impact the Laserfiche system. Some examples are, operating system changes oneither the server or
PC, replacement of existing PCs or server(s), and changes in network configurations, such as server
name, |Paddress orvvorkGnoupmnPCs.
• To have Internet access on the Laserfiche server and all workstations where the Laserfiche client is
installed and be willing to allow our Support Technicians remote access to the Customer's Laserfiche
system via GoToAssistmrother acceptable remote access tool.
• To designate an IT contact and to provide the name, phone number and e-mail address on the
registration form.
• To describe technical issues completely in order to provide ICC-CDS's Support Technician sufficient
information to be able to diagnose and reproduce the problem, including any identified error codes.
COMMUNITY
DEVELOPMENT
�SOLUTIONS
�mmedy Goneral Code woLLC