Laserfiche WebLink
C,7 1 C,7PA r...0 M <br /> The clock starts on all issues once the support request has been added to our Autotask ticketing <br /> system <br /> II Definitions: <br /> The service priority Critical, High, Medium, or Low is set at the initiation of the ticket and remains at <br /> that level through the completion <br /> • Critical Priority is defined as an entire network down event or an event that has a critical <br /> impact on business operations. GigaKOM may assign multiple concurrent resources to <br /> critical events. The client may request the ticket to be assigned to this priority based on <br /> the client's business objectives. <br /> • High Priority is defined as an event where network operations are severely degraded,and <br /> business operations are negatively impacted. GigaKOM may assign multiple concurrent <br /> resources to high-priority events. The client may request the ticket to be assigned to this <br /> priority based on the client's business objectives. <br /> • Medium Priority is defined as an event that impairs the network's operational <br /> performance; business operations remain functional but may be degraded. GigaKOM and <br /> the client are willing to commit resourced during normal business hours to restore <br /> service. Unless otherwise requested by the client,this is the default level for all service <br /> tickets. <br /> • Low Priority is defined as a general assistance or informational request. Network <br /> Performance degradation is negligible. This level of service is most commonly <br /> associated with initial installation or configuration tickets.The client may request the <br /> ticket to be assigned to this priority based on the client's business objectives. <br /> III Standard Labor Terms <br /> Travel: Not billed unless specified in the contract. <br /> Standard: All billing in 1/2 hour increments unless otherwise specified <br /> Critical Priority: 2.0 x rate,2 hour minimum billing <br /> High Priority: 1.5x rate, 2 hour minimum billing <br /> Overtime: 1.5 x rate, 1 hour minimum billing <br /> Weekend: 1.5 x rate,2 hour minimum billing <br /> Holiday 2.0 x rate,4 hour minimum billing <br /> HQ:9245 Activity Road,Suite 105 1 San Diego,CA 921261 Phone: 858-769.5408 1 Fax:858-565-2453 <br /> 19 <br />