Orange County NC Website
Browse       Search
Attachment C - Faster Asset Solutions - Software Upgrades & Support Agreement <br />1.Scope: Software Upgrades & Support will consist of: (i). Upgrades to the Commercial Off the <br />Shelf (COTS) software and Custom software listed in Section-3; (ii). Correction of defects to <br />keep the software in conformance with the applicable user documentation as noted in Section-4; <br />and (iii). Telephone support listed in Section=5. <br />Support will not include: (i) set-up, installation, or configuration of hardware and software <br />required for the Customer to access the FASTER software unless a separate hosting or Software <br />as a Service (SaaS) addendum is included in this Agreement. <br />To the extent Customer used a previous version of the software or a legacy FASTER product and <br />maintains that version or legacy FASTER product, this Agreement does not extend Software <br />Upgrades & Support to that previous version or a legacy FASTER product unless specifically <br />stated. Software Upgrades and Support for a previous software version or legacy FASTER <br />product will require a separate Software Upgrade & Support Agreement at an additional cost. <br />2.Representative. Customer will identify both a Representative and an alternate to be designated as <br />FASTER’s contact(s) for communicating with FASTER concerning Support, making other <br />requests, or providing notice under this Agreement. Customer may change the Representative <br />upon notice to FASTER (other members of Customer’s Team may place support calls to FASTER <br />Support). <br />3.Software Upgrades: <br />a.All software from FASTER requires that the Software Upgrade & Support Agreement be <br />renewed annually by Customer. After the first year, Software Upgrade & Support will <br />automatically renew unless Customer cancels per the termination provisions identified <br />herein. Software Upgrade & Support provides the following upgrade benefits: <br />i.Upgrades for the Core COTS Product: Each new version release of the specific <br />“Core COTS Product,” which are included under this Agreement, are provided at <br />no added cost to Customer. As long as Software Upgrade & Support is <br />maintained, Customer is entitled to new version releases of the FASTER product <br />included under this Agreement. <br />ii.Upgrades to Add-on Products and Customizations: All Add-on Products and <br />customizations will be upgraded to function with new versions of the Core COTS <br />Product as long as Customer continues to renew Software Upgrade & Support. <br />And as long as Customer remains current on Software Upgrade and Support, the <br />Customer may license additional add-ons. <br />4.Software Defects: Software Upgrades & Support covers issues or problems that are the result of a <br />verifiable, replicable errors (FASTER will use all reasonable means to verify and replicate) in the <br />software ("Verifiable FASTER Defect"). An error will be a Verifiable FASTER Defect only if it <br />constitutes a material failure by the software to function in accordance with the applicable <br />software documentation. This documentation includes the User Manuals for the COTS products <br />and the detailed Requirements Document for which Customer signed-off for any customization. <br />5.FASTER Software Support Coverage: Customer will have access to FASTER’s Technical <br />Software Support Personnel ("Software Support") during Normal Business Hours. For the <br />31