Laserfiche WebLink
<br />ATIMS Professional Services and Support 2025| Page 5 of 15 <br />ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further <br />notice. ATIMS reserves the right to provide fixed-bid quotations for requested services. <br />Severity <br />Level Description <br />Expected <br />Resolution <br />Reporting <br />Frequency for <br />More Complex <br />Issues <br />Level 1 The problem affects live operation and <br />demands immediate attention. Normal service <br />has been disrupted. Business risk is high. <br />Customer receives a status report within the <br />first hour. <br />4 hours. Every 4 business <br />hours. <br />Level 2 Affects production systems and demands <br />immediate attention. Live operation is still <br />possible at this time. Business risk is moderate <br />to low. Customer receives a status report within <br />the first 4 hours. <br />Within 2 working <br />days. <br />Every 4 business <br />hours. <br />Level 3 Low impact. Live operation is not affected. <br />Business risk is low. Customer receives a status <br />report within 1 working day. <br />Within 5 working <br />days. <br />Does not apply. <br />Level 4 Low to minimal impact. This involves system <br />enhancements, upgrades, and minor problems <br />not affecting production. <br />According to the <br />order of <br />importance in the <br />queue. <br />Does not apply. <br /> <br />In the event that ATIMS receives a high volume of simultaneous PSS requests, client requests will be <br />prioritized by severity level and by the order in which incidents are reported. <br />Appointing a Primary Contact and Alternate Contact <br />To optimize the process of providing services and support, ATIMS requires clients to designate a <br />primary contact person and an alternate contact person to become the authorized contacts who <br />submit support and service requests to ATIMS. Authorized contacts should be entered in the section <br />“Authorized Contacts for Professional Services and Support Requests” on page 12 in this document. <br />Support Methods <br />Remote Diagnostics <br />ATIMS uses GoToMeeting to perform remote diagnostics and support. ATIMS uses remote diagnostics <br />to help identify and isolate suspected software, solution errors or malfunctions. Should you require <br />that ATIMS use a different remote diagnostics software or service (such as LogMeIn, ShowMyPC, etc.), <br />you must provide access to the required software or service at no cost to ATIMS. ATIMS will make <br />every effort to comply with the security requirements of the customer. Any security configurations <br />that are required to achieve remote connectivity and/or access to your computer network will be used <br />only to diagnose the error or malfunction. <br />  <br />  <br />City Council 13 – 21 6/3/2025