Laserfiche WebLink
Priority <br />Issue Definition <br />Response Time <br />Priority 3 - <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />High Priority <br />Software Error not meeting the criteria of a <br />to 800. 987.0911 by the first available <br />Critical or Urgent Priority, has a workaround <br />representative but not longer than 5 minutes after <br />available, but which does negatively impact the <br />the initial phone call. <br />User from entering incoming calls for service <br />and/or dispatching emergency units. Such errors <br />High Priority issues may also be reported via <br />will be consistent and reproducible. <br />support@tritech.com. <br />A significant number of Inform CAD or Inform <br />High Priority Issues are not managed after Normal <br />Mobile workstations are negatively impacted by <br />Customer Service Hours. <br />this error (e.g., does not apply to a minimal set of <br />workstations). <br />Priority 4 — <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />Medium Priority <br />Software Error related to a user function which <br />to 800. 987.0911 will be answered and managed <br />does not negatively impact the User from entering <br />by the first available representative but not longer <br />incoming calls for service and/or dispatch <br />than 5 minutes after the initial phone call. <br />emergency units. This includes system <br />administrator functions. <br />Medium Priority issues may also be reported via <br />support @ tritech. con. <br />Medium Priority issues are not managed after <br />Normal Customer Service Hours. <br />Priority 5 — <br />Normal Customer Service Hours Support: <br />Normal Customer Service Hours: Telephone calls <br />Low Priority <br />Cosmetic or Documentation errors, including <br />to 800, 987.0911will be answered and managed <br />Client technical questions or usability questions <br />by the first available representative but not longer <br />than 5 minutes after the initial phone call. <br />Low Priority issues may also be reported via <br />supporL@tritech.com. <br />Low Priority issues are not managed after Normal <br />Customer Service Hours. <br />Priority <br />Resolution Process <br />.. Resolution Time <br />Priority 1— <br />TriTech will provide a procedural or configuration <br />TriTech will work continuously (including after <br />Critical Priority <br />workaround or a code correction that allows the <br />hours) to provide the Client with a solution that <br />Client to resume live operations on the production <br />allows the Client to resume live operations on the <br />system. <br />production system. <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible and not later <br />than 12 hours after notification. <br />Priority 2 — <br />TriTech will provide a procedural or configuration <br />TriTech will work continuously (including after <br />Urgent Priority <br />workaround or a code correction that allows the <br />hours) to provide the Client with a solution that <br />Client to resume normal operations on the <br />allows the Client to resume normal operations on <br />production system. <br />the production system. <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible and not later <br />than 36 hours after notification. <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 6 of 24 <br />