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ESCALATION PATH: <br />Escalation Path 8:00 AM - 5:00 PM Eastern Standard Time (Monday - Friday) <br />If you do not receive a response within the given time frame, please escalate to the next level <br />Escalation S&S Support 800.655.8810 or Expected Response Time: <br />Level - 1 Desk support@ssivt.com 2 hours <br />I *Showstopper Issue Response Time: <br />15 minutes <br />Escalation Director 416.452.8808 or Expected Response Time: <br />Level - 2 of Support linda.perna@ 1 hours <br />Linda Perna systemsandsoftware.net *Showstopper Issue Response Time: <br />15 minutes <br />Escalation VP, Operations 416.819.0099 or Expected Response Time: <br />Level - 3 Dana dana.lendorf-mccarthy@ 1 hours <br />Lendorf-McCarthy systemsandsoftware.net *Showstopper Issue Response Time: <br />15 minutes <br />AFTER HOURS SUPPORT CONTACT INFO (IF CONTRACTED) <br />Methods of contact for after-hours support: • 800.655.8810 <br />ESCALATION PATH: <br />Escalation times: 6:OOPM - 8:OOAM (Monday to Friday) & 12:OOAM - 11:59PM (Saturday & Sunday) <br />If you do not receive a response within the given time frame, please escalate to the next level. <br />Escalation I Director of Support 416.452.8808 or Iinda.perna@systemsandsoftware.net <br />Level - 1 Linda Perna <br />Escalation I VP, Operations 416.819.0099 or <br />Level - 2 Dana Lendorf-McCarthy dana.Iendorf-mccarthy@systemsandsoftware.net <br />