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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 performing a common Inform RMS, or <br />Inform PBR function. Such errors will be <br />High Priority issues may also be reported via <br />consistent and reproducible. <br />CH ClientServieesTriaae@h'itech.eom. <br />• Loss of Non -Critical Data (with "Non- <br />High Priority issues are not managed after Normal <br />Critical" being defined as not causing an <br />Customer Service Hours. <br />error classified as a Pl or P2 error (above). <br />• NIBRS State reporting issues that cause <br />agency reports to exceed State error <br />submission limits <br />• UCR reporting multiple occurrence of <br />inaccurate data <br />A significant number of Inform RMS, or Inform <br />EBR workstations are negatively impacted by this <br />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 by preventing <br />by the first available representative but not longer <br />routine use of the system. This includes system <br />than 5 minutes after the initial phone call. <br />administrator functions. <br />Medium Priority issues may also be reported via <br />CH ClieotSetvicesTriaee@tritech.com. <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 />CH ClientServicesTiiaee@tritech.com. <br />Low Priority issues are not manager 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 five 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 />Santa Ana System Purchase and Support Agreement — Addendum E <br />Copyright O 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 10 of 24 <br />