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Priority <br />Issue Definition <br />Response Time <br />Priority 2 — <br />240 Support for live operations on the <br />Normal Customer Service Hours: Telephone calls <br />Urgent Priority <br />production system: A serious Software Error with <br />to 800. 987.0911 will be answered and managed <br />no workaround not meeting the criteria of a <br />by the first available representative but not longer <br />Critical Priority, but which severely impacts the <br />than 5 minutes, <br />ability of Users to enter incoming calls for service <br />and/or dispatch emergency units. Such errors will <br />After Normal Customer Service Hours: One (1) <br />be consistent and reproducible. <br />hour callback after client telephone contact to 800. <br />987.0911. <br />A significant number of the Inform CAD or <br />Inform Mobile workstations are negatively <br />Priority 2 issues must be called in via 800. <br />impacted by this error (e.g., does not apply to a <br />987.0911 in order to receive this level of response. <br />minimal set of Inform CAD or Inform mobile <br />workstations). These Software Errors are defined <br />in more detail below. <br />Santa Ana System Purchase and Support Agreement — Addendum E <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 4 of 24 <br />