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URBAN <br />FOOTPRINT <br />Service Level Agreement (SLA) to UrbanFootprint Subscription Agreement between UrbanFootprint <br />and The City of Santa Ana <br />Email and chat support: Sam — 6pm (Pacific Time), Monday through Friday. <br />Customer will appoint a single support liaison (and one backup) to communicate with UrbanFootprint <br />support. UrbanFootprint will not be obligated to answer support inquiries from any other contact. <br />Any support request must be submitted through the customer support portal (currently available via <br />email at support@urbanfootprint.com and online at http:Hhelp.urbanfootprint.io). Each incident will be <br />issued a ticket number by UrbanFootprint. Any follow up calls by Customer must include the applicable <br />ticket number. Support requests will be categorized by UrbanFootprint according to the following table, <br />and respond to support requests as indicated therein. <br />Priority Description Response Time <br />Priority 0 Process cannot complete, there 4 business hours <br />is no workaround and the <br />solution is business critical. <br />Examples: <br />An analysis module does <br />not return results <br />It is not possible to export <br />a layer <br />It is not possible to export <br />a layer as a SHP file, but it <br />is possible to export the <br />layer in a different format <br />Priority 1 Process cannot complete and 2 business days <br />there is no workaround, but the <br />condition is NOT business <br />critical, however, must be <br />resolved by the next scheduled <br />or period end processing. <br />Examples: <br />Priority 2 Process cannot complete, but 2 business days <br />there is a workaround that <br />allows processing to continue. <br />