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ServkePlus Support Services Agreement <br />Avoce-H-e <br />2.3 ServicePlus Service Levels <br />Priority 1 Service Disruption for major < 1 Hour < 4 Hours <br />< 3 <br />applications/systems and/or has major phone call <br />Business <br />impact on business operations and/or Acknowledgement <br />Impacts external customers A <br />days <br />required <br />Guideline — has significant business <br />impact. <br />Priority 2 <br />Partial service disruption for major <br />< 2 Hour <br />< 4 Hours <br />< 5 <br />application/system and/or service <br />Business <br />disruption for minor system and/or has <br />days <br />moderate impact on business operations <br />Guideline — affects business operation <br />for at least one department. <br />Priority 3 <br />Minor service disruption impacting 1-2 <br />< 1 Business day <br />— <br />users significantly and/or has minimal <br /><3 <br />< 30 <br />impact on business operations. Does not <br />Business <br />Business <br />affect service delivery to external clients. <br />days <br />days <br />Service Request may be raised for <br />Incident remediation and resolution <br />Priority 4 <br />Minor Service disruption with <br />< 1 Business day <br />Insignificant or no impact on business <br />< 15 <br />< g0 <br />operations <br />Business <br />Business <br />Workaround available <br />days <br />days <br />Guideline — Affects < 5people <br />Service Request may be raised for <br />incident remediation and resolution <br />Priority 5 <br />Causes no service disruption with no <br />< 5 Business days <br />--- <br />-- -- <br />< <br />impact on business operations and does <br />< 30 <br />120 <br />Impact service deliver to clients. <br />Business <br />Business <br />Additional work needed to perform some <br />days <br />days <br />functions. <br />Service Reeuest may be raised for <br />incident remediation and resolution <br />