Laserfiche WebLink
urgency of the issue reported. If a support ticket is logged during standard operating hours, our response <br />times are as follows: <br />Priority Initial Response Time* :D Response Time from Escalation Update Frequency <br />1 Within 4 hours Same day Every 2 business days <br />2 Within 8 hours Within one week Every 5 business days <br />3 Within 24 hours Within 3 weeks Every 10 business <br />days <br />uunng business pours <br />Example: <br />- Priority 1 SupportTicket received Monday January 2 at 10 am» Support Analyst responds Monday January 2 by noon <br />>> Support Analyst sends update Monday January 2. <br />- Priority 1 SupportTicket received Monday January 2 at 9 PM» Support Analyst responds Tuesday January 3 by noon» <br />Support Analyst sends update Tuesday January 3. <br />Escalation Process <br />We strive to provide a satisfying and positive support experience. However, if at any time you are not <br />completely satisfied with the resolution of your issue, you are encouraged to escalate within Support Services, <br />as follows: <br />Level 1: Your ticket's assigned Support Analyst <br />Level 2: Team Lead, Support Services <br />Level 3: Manager, Support Services <br />Level 4: Executive Vice President, SmartWorks <br />