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access customer service, technical support, and extended dedicated support. This ticketing <br /> support system is included in the annual software maintenance and support fee. <br /> 3.3 TBS will provide phone and web support for standard suport for software and <br /> technical support five days a week. Standard Help Desk live support will be available <br /> Monday-Friday 8-6 CST five days a week with after-hours emergency support available. <br /> 3.4 Pre-arranged standard and non-standard hours standby telephone support is available <br /> after hours. This phone number and related support is included in the annual software <br /> maintenance and support fee. <br /> 3.5 If requested,TBS will come on site to resolve an issue with a system supported by TBS. <br /> 3.6 Library will ensure TBS has access to the systems they are supporting through remote <br /> viewing software specified by TBS and approved by the Library. <br /> 3.7 TBS will provide updated client installation packages for MyPC and PaperCut as long <br /> as this software is under a maintenance and support agreement. <br /> 3.8 TBS guarantees response within three (1-3) hours to support tickets that are deemed an <br /> emergency (Priority 1) by Library IT staff. <br /> 3.9 TBS authorizes the Library to install the Licensed Software on the designated computer <br /> platform using one copy of programs to support live processing.Additional copies may be <br /> installed for training and disaster recovery, and training and disaster recovery databases <br /> may be used without incurring additional license charges, but only one copy will be in <br /> production at any one time.Library can make copies of the Licensed Software for safe <br /> keeping purposes. <br /> 4. Support call process <br /> To provide high quality support and to effectively assign resources to incoming calls or <br /> online tickets there are three types of call priorities are identified: <br /> Priori 1: High priority- unrecoverable loss or corruption of data or software or <br /> hardware functionality that caused a generally defined "system down"situation. <br /> Priori 2: Medium priority-Essential software functionality loss that prevents <br /> customer processing, but has a workaround, or loss of nonessential functionality <br /> that does not have a work around. System is not"down" but Library questions must <br /> be answered. This includes staff"inconvenience" problems. <br /> Priori 3: Errors causing loss of non-essential functionality but have Print <br /> Management and MYPC System workaround. System is not down,but operational <br /> question needs to be resolved. <br /> 5. TBS Response Times <br />