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urgency ofthe issue reported. |fmsupport ticket is logged during standard operating hours, our response <br />times are as follows: <br />1 Within 4hours <br />Same day <br />Every 2 business d <br />2 Within O hours <br />Within one week <br />Every 5 business d <br />3 VVithin24 hours <br />Within 3weeks <br />Every 1Obusiness <br />~Bmhmg Business Hours <br />Example: <br />Priority 1Support Ticket received Monday ]amuaryZot1Oam>>Support Analyst responds Monday January Zbynoon <br />>> Support Analyst sends update Monday January Z. <br />Priority 1Support Ticket received Monday Janua ry 2 at 9 PM >> Support Analyst responds Tuesday January 3 by noon >> <br />Support Analyst sends update Tuesday January 3. <br />Escalation Process <br />Westrive tnprovide asatisfying and positive support experience. However, ifatany 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 ficket'sassigned Support Analyst <br />Lexe|,2; Team Lead, Support Services <br />Level 3: Manager, Support Services <br />Level 4: Executive Vice President, SnnartVVmrks <br />