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P4 <br />a low priority, informational, or an <br />24 his <br />Trimble and Customer are willing to use <br />enhancement request <br />generally available resources during <br />standard business hours to provide <br />Information or assistance. <br />* See Priority Matrix and definitions below. The main factors in determining priority level are urgency and Impact. Trimble will also consider in good <br />faith any additional relevant facts and circumstances in consultation with Customer that may result in a mutually agreed upon change in priority <br />level. <br />** The use of the term "hour(s)"refers to business hours based on Trimble's regular business schedule, and excludes nights, weekends and locally - <br />observed holidays (e.g., 24 hrs equals 3 business days at 8 hrs a day). "Response" means acknowledgment of the issue via the creation of a case <br />number. Determination of priority level will occur as soon as practicable thereafter. <br />Definitions <br />Individualized. A single or a small number of users or devices are <br />affected. <br />Urgency 1 Urgency is a measure of the severity of the issue I Critical. Use of Offering as a whole or core functionality is stopped <br />on the Customer's operations. with no work around and with severe immediate impact to the <br />Customer's operations (e.g., outage(. <br />High. Use of Offering as a whole or core functionality is severely <br />degraded or a work around is available, and with immediate impact <br />to the Customer's operations. <br />Medium. Use of Offering or any functionality is not working as <br />expected, and can be addressed through education, training, work <br />around, work order, or a future enhancement. <br />