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Response Times <br />Response times will vary and are dependent on the priority of the call. We do our best to ensure <br />that we deal with incoming calls in the order that they are received, however calls will be <br />escalated based on the urgency of the issue reported. Our response time guidelines are as <br />follows: <br />Priority 1: 1 - 24 hours <br />Priority 2: 1 - 2 business days <br />Priority 3: 1 - 5 business days <br />Call Priorities <br />hi an effort to assign our resources to incoming calls as effectively as possible, we have <br />identified three types of call priorities, 1, 2 & 3, A Priority I call is deemed by our support staff <br />to be an Urgent or High Priority call, Priority 2 is classified as a Medium Priority and Priority 3 <br />is deemed to be a Low Priority. The criteria used to establish guidelines for these calls are as <br />follows: <br />UMMKOHI= <br />Priority 2 - Medium <br />• Calculation errors impacting a minority of records <br />• Reports calculation issues <br />• Printer related issues (related to interfaces with our software and not the printer itself) <br />• Securityissues <br />• Workstation connectivity issues (Workstation specific) <br />Priority 3 - Low <br />• System errors that have workarounds <br />• Usability issues <br />S <br />