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i <br /> <br />EXHIBIT A-2 <br />HELP DESK AND TROUBLE REPORT PROCEDURE <br />The Software Help Desk provides support for problems associated with the <br />Covered Software in accordance with Section 1 of the Term and Conditions of said <br />Agreement. Support shall be provided by telephone, email and/or a Web site. The <br />Software Help Desk acts as a single point of contact for questions and working with <br />Customers to track and report a problem's status. The Help Desk support services <br />include: <br />• Help Desk support will be available Monday-Friday 9:OOAM - &:OOPM <br />EST, except holidays <br />• Help Desk support will not be available on the following holidays: New <br />Yeaz's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, <br />Independence Day, Labor Day, Thanksgiving Day, Friday after <br />Thanksgiving, and Christmas Day. When a holiday falls on a weekend, <br />SRA shall observe the holiday on the preceding Friday or following <br />Monday, and support shall not be available on such day. <br />• Use of Web problem report forms, phone, voicemail, or email to request <br />support. <br />The Help Desk will accept calls form one of the City's two designated <br />individuals: a primary point of contact and a secondary point of contact when the <br />primazy person is not available. These designees should be knowledgeable about <br />the Covered Softwaze and the Customer's internal systems and operations, such <br />that they can make a reasonable determination that a problem is caused by the <br />Covered Sofrwaze prior to placing a call to the Help Desk. The Help Desk is not <br />to be used as a general technical problem solving resource. Designees should <br />have administrator rights to the Covered Softwaze. <br />