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lall Management MS Software I nCustody Core & I nCustody PI us+ J MS <br /> �1 <br /> WARRANTY & SUPPORT & MAINTENANCE <br /> case of an CMS Tier 1 or 2 issue, ATIMS will respond to Support Calls according to the following <br /> Service Levels: <br /> • Service Response time refers to the maximum elapsed time after problem logged for <br /> investigation and action by the ATIMS. ATIMS will communicate with the Agency's <br /> internal software support team, providing an action plan. <br /> • Resolution Status Update Frequency refers to the maximum time elapsed after <br /> problem has been initially logged before a status update is provided to the Agency. <br /> ATIMS will continue to provide status updates to the Agency within this frequency <br /> interval until the problem is resolved. <br /> • Service Resolution time goal refers to the objective for the maximum elapsed time <br /> after problem is logged for some sort of problem resolution to be provided. <br /> Service Levels will be determined in accordance with the following: <br /> Emergency <br /> • System down during critical support times complete core functions or critical <br /> processes of the Jail Management System <br /> • Security breaches and other security issues <br /> High <br /> • System down (Software Application) <br /> • Inability to complete core functions or critical processes of the Jail Management <br /> System <br /> • Program errors without workarounds <br /> • Incorrect calculation errors impacting records <br /> • Performance issues of severe nature impacting critical processes <br /> Medium <br /> • System errors that have workarounds <br /> • Performance issues not impacting critical processes <br /> • Usability issues <br /> • Reporting Issues <br /> Low <br /> • Report formatting <br /> • Aesthetic issues <br /> 5 1 ` i Council — 1/18/2'02 <br />