Laserfiche WebLink
ServicePlu5 Supporl Services AgreernenL <br />Avocei e <br />, .,5 sc "«r n;p:; m�. <br />/ll/l/� 'l�llll l lllll�l�'lll�li f'lll� <br />Priority 1 Service Disruption for major < 1 Hour < 4 Hours < 3 <br />applications/systems and/or has major Business <br />impact on business operations and/or Phone call days <br />impacts external customers Acknowledgement <br />is required <br />Guideline — has significant business <br />impact. <br />Priority 2 Partial service disruption for major < 2 Hour < 4 Hours < 5 <br />application/system and/or service Business <br />disruption for minor system and/or has days <br />moderate impact on business operations <br />Guideline — affects business operation <br />for at least one department. <br />Priority 3 Minor service disruption impacting 1-2 < 1 Business day < 30 <br />users significantly and/or has minimal <3 <br />impact on business operations. Does not Rosiness Business <br />affect service delivery to external clients. days days <br />Service Request may be raised for <br />incident remediation and resolution <br />'......... Priority 4 Minor Service disruption with < 1 Business day < 15 < 90 <br />insignificant or no impact on business <br />operations Business Business <br />Workaround available <br />days days <br />Guideline — Affects < 5people <br />Service Request may be raised for <br />incident remediation and resolution <br />Priority 5 Causes no service disruption with no < 5 Business days < 30 < 120 <br />impact on business operations and does <br />rnpact service deliver Lo clients. Business Business <br />Additional work needed to perform seine days days <br />functions. <br />Service Request may be raised for <br />incident remediation and resolution <br />City Council 22 - 100 6115/2021 <br />