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Centaman <br />H. Support Availability - The following table defines the availability and method support. <br />Issue Severity Time/Days Available Contact Methods <br />Severity 1 24 hours, 365 days Phone <br />Severity 2 & 3 8:30am to 5pm. Monday -Friday lexcl. holdays) Phone or Web Portal <br />Severity 4 8:30am to 5pm, Monday -Friday (exct. holidays) Web Portal <br />Centaman provides support out of their offices in Chicago and Sydney and so times reflect local times in those <br />regions. <br />I. Response Times - Centaman will provide the following response times during the standard support hours as <br />detailed in clause H above. 'Response Time' is defined as the time between the Customer reporting a service <br />request and a reply or acknowledgement being provided by Centaman Help Desk. 'Business Day' refers to a <br />normal business day (excluding Holidays). <br />Issue Severity <br />Maximum Response Time <br />Severity 1 <br />2 hours <br />Severity 2 <br />1 Business Day <br />Severity 3 <br />5 Business Days <br />Severity 4 <br />No guaranteed response time <br />45 <br />©2022 Centaman, Inc. All rights reserved. <br />