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aVo'�e, <br />software <br />Severity Definition Response Time Resolution Commitment <br />Level <br />High <br />An error that causes Avolve <br />product to fail without <br />significant business impact. <br />Causes a substantial <br />reduction in performance. <br />24 Hours <br />The Level 1 Support Engineer will try to <br />resolve the issue within 15 —30 minutes. If it <br />requires further investigation and longer <br />resolution time, it is escalated to the Level 2 <br />or 3 Support Engineer during business hours*. <br />Status updates will be provided periodically <br />on High Priority tickets during business <br />hours* until resolution. If a work -around is <br />provided, the original High Priority ticket will <br />be closed and a new ticket will be created to <br />track the progress for a permanent solution <br />to the issue. <br />Infrastructure issues are often resolved <br />quickly by service or system restart. Any <br />potential system alerts will be promptly <br />addressed in an effort to avoid issues from <br />occurring. <br />An error that causes only <br />Avolve and Customer will commit resources <br />Medium <br />I�, minor impact on use of the'. 72 Hours <br />during normal. business hours* for problem <br />product. <br />resolution. <br />A service requestfor a new <br />Avolve and Customer will commit resources <br />feature, additional <br />during normal business hours* for problem <br />Low <br />documentation, or an 5 Days <br />resolution. Enhancement requests will be <br />explanation of product <br />logged and sent to Avolve Development for <br />functionality. <br />review and possible incorporation into Avolve <br />products. <br />*Normal Business Hours: 8:00 a.m. through 5:00 p.m., Monday through Friday (excluding standard holidays), Mountain <br />Standard Time. <br />• Response Time. Once a problem has been reported, the Customer receives an acknowledgement by email, <br />phone or through the support portal. Avolve will begin the process of problem determination and <br />resolution at this point. The time the ticket is submitted and the response time will be logged to ensure <br />SLA is met. <br />• Status Updates. During the problem determination and resolution process, Customer may receive regular <br />communications, via email, phone or the support portal, as to the status of the problem determination and <br />resolution. All communications should be logged in Avolve's support system including date, time, and <br />contact name. This helps Avolve and the customer determine the status and duration of the issue reported. <br />• Resolution. In response to the problem reported, Customer will receive, as appropriate, one of the <br />following resolutions: an existing correction, a new correction, a viable workaround, or a plan on how the <br />problem will be addressed. <br />Page 15 of 30 <br />