Laserfiche WebLink
Priority <br />Priority Definition <br />Response Times , <br />Priority 4— <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone <br />Medium <br />Support: A Software Error related to <br />calls to 800.987.0911 will be answered and <br />Priority <br />a user function which does not <br />managed by the first available representative, <br />negatively impact the User from the <br />use of the system. This includes <br />Priority 4 TriTech.com IQ issues are not <br />system administrator functions or <br />managed after Normal Customer Service Hours. <br />restriction of User workflow but does <br />not significantly impact their job <br />function. <br />Priority 5 — <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone <br />Low Priority <br />Support: Cosmetic or <br />calls to 800.987.0911 will be answered and <br />Documentation errors, including <br />managed by the first available representative. <br />Client technical questions or <br />usability questions would be a part of <br />Priority 5 TriTech.com IQ issues are not <br />this level. <br />managed after Normal Customer Service Hours. <br />Priority <br />Resolution Process <br />Resolution Time <br />Priority 1— <br />TriTech will provide a procedural or <br />TriTech will work (including after hours) to <br />Critical <br />configuration workaround or a code <br />provide the Client with a solution that allows the <br />Priority <br />correction that allows the Client to <br />Client to resume live operations on the <br />resume live operations on the <br />production system. <br />production system. <br />TriTech will use commercially reasonable <br />efforts to resolve the issue as soon as possible. <br />Priority 2 — <br />TriTech will provide a procedural or <br />TriTech will work to provide the Client with a <br />Urgent <br />configuration workaround or a code <br />solution that allows the Client to resume normal <br />Priority <br />correction that allows the Client to <br />operations on the production system. <br />resume normal operations on the <br />production system. <br />TriTech will use commercially reasonable <br />efforts to resolve the issue as soon as possible. <br />Priority 3 - <br />TriTech will provide a procedural or <br />TriTech will work to provide the Client with a <br />High Priority <br />configuration workaround that <br />resolution which may include a workaround or <br />allows the Client to resolve the <br />code correction within a timeframe that takes <br />problem. <br />into consideration impact of the issue on the <br />Client, TriTecb's User base, and the date of <br />submission. Priority 3 issues have priority <br />scheduling in a subsequent release. <br />Priority 4 — <br />If TriTech determines that a reported <br />TriTech will work to provide the Client with a <br />Medium <br />Medium Priority error requires a <br />resolution which may include a workaround or <br />Priority <br />code correction, such issues will be <br />code correction in a future release of the <br />addressed in a subsequent release <br />software. Priority 4 issues have no guaranteed <br />when applicable. <br />resolution time. <br />Santa Ana System Purchase and Support Agreement — Addendum F <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 17 of 20 <br />