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DocuSign Envelope ID: E67DC299-98E1-4682-B281-3085AC9FC5B4 <br /> VERMONT SYSTEMS <br /> rates(plus expenses-if any incurred). real-time chat support is available five(5)days a <br /> Implementation and Training may be performed week, Monday through Friday,8 am ET to 5 pm ET. <br /> remotely or on-site. We also offer access to online Premium Support includes online portal case <br /> training materials, including: user reference creation, email assistance and call-back services, <br /> manuals, installation planning guides, report and Customer ability to choose remote-in live <br /> listings, "FasTrac" how to videos,online help,and a support services via Zoom or Microsoft Teams. <br /> sample training database with tutorials.You may <br /> request follow-up or additional trainings at our 11.3 Customer Support Not Provided. Regardless <br /> then-current hourly rates, and subject to of whether you are a Standard Support or Premium <br /> scheduling availability.Additional training will Support Customer,we do not provide the following <br /> occur online(remote). customer support services as part of the <br /> Agreement: (a)actual usage of standard hour <br /> pager support, 8 pm ET to 8 am ET, Monday <br /> through Friday,and Saturday,Sunday and holidays, <br /> 11.CUSTOMER SUPPORT. 24 hours, 7 days a week; (b)travel and out-of- <br /> 11.1 Standard Support.All Customers receiving pocket expenses for installation and on-site <br /> our Services will receive"Standard Support" training services; (c)telephone support related to <br /> services,which includes online support and access computer hardware,operating systems, <br /> to a VS support documentation library. Online networking, reinstallation and configuration of <br /> support includes access to an online knowledge application software (including VIC), point-of-sale <br /> database,support videos accessible through the VS hardware,and access control hardware; (d) <br /> website,e-learning content and the ability to telephone support and/or training as a substitute <br /> participate at no additional cost in periodic live for on-site training or classroom training; (e)VS <br /> webinars offered from time to time by VS.The VS application software WAN access configuration; (f) <br /> support documentation library is accessible customized discovery,custom programming, <br /> through the VS website and includes access to user development, and maintenance; (g) interfaces to <br /> reference manuals, installation planning guides, export or import data from or to other application <br /> report listings,online help and a sample training software databases;and (h)extended dedicated <br /> database with tutorials. Customers can print any support to implement or change certain functions, <br /> number of copies needed to train staff and manage such as switching from cash to accrual accounting <br /> their business operation. Customers can access or customizing WebTrac splash page; (i) performing <br /> standard support channels online,24 hours a day, periodic VS software updates if database is on- <br /> 7 days a week.VS's standard support services are premises; (j) purchase installation or configuration <br /> included with Customer's payment of Software of SSL certificates for on-premises configurations; <br /> Fees. and (k)data entry or database management.VS <br /> may provide some of these Services under a <br /> 11.2 Premium Support(Support Desk).Customers separate engagement,the terms of which should <br /> choosing our"Premium Support"service will be agreed upon and documented in a signed <br /> receive access to our award-winning"Support Statement of Work. <br /> Desk,"which, in addition to Standard Support, <br /> makes certain channels available to Customers like 11.4. Remote Access Authorization.We will <br /> phone and chat support with a live VS support provide you with on-going support or updates for <br /> agent. Customers receiving Premium Support shall the proper functioning of our Services, including <br /> be responsible for paying Support Fees as the Software,which we can only provide or make <br /> described in the Order Schedule.The Support Desk available through remote access to your <br /> is open for call-in phone support five(5)days a technology systems. By using our Services,or <br /> week, Monday through Friday,8 am ET to 8 pm ET; accessing our Software,you expressly authorize us <br /> 7 <br /> File:VS Terms of Service 04DEC2020-V01 ©RecTrac, LLC All rights reserved. <br /> Last Revision:9/29/2021 <br />