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<br />ServicePlus Support Services Agreement <br /> 2 <br /> ServicePlus Service Levels <br />Priority Definition Acknowledgment <br /> <br />Resolution <br />Time Closure <br />Priority 1 Service Disruption for major <br />applications/systems and/or has major <br />impact on business operations and/or <br />impacts external customers <br />Guideline – has significant business <br />impact. <br /> <br />< 1 Hour <br />Phone call <br />Acknowledgement <br />is required <br /> <br />< 4 Hours <br /> <br />< 3 <br />Business <br />days <br />Priority 2 Partial service disruption for major <br />application/system and/or service <br />disruption for minor system and/or has <br />moderate impact on business operations <br />Guideline – affects business operation <br />for at least one department. <br />< 2 Hour <br /> <br />< 4 Hours < 5 <br />Business <br />days <br />Priority 3 Minor service disruption impacting 1-2 <br />users significantly and/or has minimal <br />impact on business operations. Does not <br />affect service delivery to external clients. <br />Service Request may be raised for <br />incident remediation and resolution <br />< 1 Business day <br />< 3 <br />Business <br />days <br /> <br />< 30 <br />Business <br />days <br />Priority 4 Minor Service disruption with <br />insignificant or no impact on business <br />operations <br />Workaround available <br />Guideline – Affects < 5people <br />Service Request may be raised for <br />incident remediation and resolution <br />< 1 Business day <br />< 15 <br />Business <br />days <br /> <br />< 90 <br />Business <br />days <br />Priority 5 Causes no service disruption with no <br />impact on business operations and does <br />impact service deliver to clients. <br />Additional work needed to perform some <br />functions. <br />Service Request may be raised for <br />incident remediation and resolution <br />< 5 Business days <br />< 30 <br />Business <br />days <br /> <br />< 120 <br />Business <br />days