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a. following the CSA procedures we provfde, <br /> b. registering your users for access to Product databases, and <br /> c. acting as the primary Interface between your users and us; <br />3. ensure your users use the information obtained from ;BMLink only for the supoor[ of your <br /> information processing requirements. You may not use information obtained from IBMLink for any <br /> product development purpose or in any sales or marketing actJvfiy or to provide support to any <br /> third par~es; <br />4. provide the equipment (such as workstations, modems, and communication features) necessary <br /> to use IBMLInk; <br />5. obtain programs necessary to establish dial access to [BMIJnk; <br />6. be responsible for any unauthedzed use of your user IDs; and <br />7. pay the charges of any third pod/telecommunications service provider you use to access <br /> <br />Support Line <br /> <br />We will provide you remote assistance with the oporatJon of supported products and system <br />environments. In addition, you may order certain optional features which are enhancements to this <br />Service. These terms also apply for each of these optional features unless we specJ~ otherwise. <br /> <br />Definitions <br /> <br />Customer Critical Problem means a problem for which you have no known work around resulting in <br />a critical disruption in your business operations. <br /> <br />Full Shift means 24 hours a day, seven days a week, including national holidays. <br /> <br />Off Shift means all hours outside of Pdme Shift. <br /> <br />Prime Shift means 8 a.m. to 5 p.m. in the local time zone where you receive the Se~ce, Monday <br />through Fdday (excluding national holidays). <br /> <br />Supported Products means ~hose products and system environments idenUfied in the Suppoited <br />Products List located at IBM's Intemet address hitp:l/www.ibm.com/services/sl/products , or as <br />otherwtse provided by IBM. The Supported Products Llct will identitY/the products and <br />system environments within specified support groups that are eligible for this Service. The Supported <br />Products List will change periodically to reflect Supported Product additions (for example, adding new <br />products) or deletions (for example, deleting products at their end of currency date). <br /> <br />Our Responsibilities <br />We will provide you remote assistance (via telephone from our support center or via an etactronlc <br />search and questioning capobility) in response to your requests pertaining to the following: <br /> <br />For all Supported Products in your covered support groups - <br /> <br />1. basic, short duration installation, usage, and configuration questions; and <br />2. questions regarding IBM Suppoited Product publications. <br /> <br />For all IBM software Supported Products in your covered suppod groups - <br /> <br />1. code-related problem questions; # <br />2. diagn~sticinformati~nreviewt~assistinis~~atjon~fa~r~b~em~cause(forexamp~e~assistance <br /> interpreting traces and dumps for installation and code related preblems); # and <br />3. for known defects, available corrective service information and program fixes which you are <br /> entitled to receive under the terms of the IBM license. # <br /> <br /> <br />