AG 2010 10 18 - Laserfiche WebLink

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Springfield Free Public Library/Township of Springfield 1. State the customer support hours of operation and describe emergency procedures if the library system goes down after hours of support. (Attach separate pages if necessary) 2. The vendor must perform preventative maintenance with daily scans of the library's servers as part of maintenance. Please describe and indicate if this is included in the basic maintenance or costs extra. 3. The vendor will track all bug or hotline incidents reported by the library. The library will be able to view all incidents (including open and closed) via the vendor's extranet. 4. For the last two ILS server upgrades, what has been the average downtime to complete the upgrade? (based on a comparable site to ours) Version number: Version number: Date Released: Date released: # of Hours to Upgrade: # of Hours to Upgrade: 5. 100% of the database schema will be available online to library customers for purposes of developing custom reports and SQL scripts. If not 100 %, please describe extent. 6. The library staff may search the vendor's knowledge base as a self - service. 7. The full documentation will be available on -line and fully searchable by keyword. 8. The vendor must provide an extranet for customers as part of maintenance. 9. The extranet will allow the library to download customer developed custom reports. 10. The extranet will allow the library to upload customer developed custom reports to share with other vendor customers. 11. A toll -free telephone number and an e-mail technical support must be available 24 hours a day for priority problems concerning software. Vendor to highlight Customer Support strengths it feels its ILS has for the library. (Insert sheets as required) C:IProgram FileslNeevia.ComlDocument Converter1templPDFConvert .3395.1.Springfield Free ILS RFP March 2010. doc 51 Attachment number 2 F -12 Page 210