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on best practices for use of the overall system, Service or Product usage, assistance with specific metering <br />or post -processing adjustments or modifications, or other issues which can be readily resolved. The Client <br />may elevate or demote non -Routine issues to Routine status upon notice to Contractor. <br />4.4. Application Questions. Application Questions are problems, clarifications, or explanations related to the <br />Services or Products which are intended to assist Client in making the best use of the overall metering <br />infrastructure system. Application Questions may be in the form of "how-to" questions or instructions <br />designed to facilitate interaction with the metering infrastructure system and will typically require "look- <br />up" responses instead of active troubleshooting. The Client may elevate or demote non -Application <br />Questions to Application Question upon notice to Contractor. <br />4.5. Business Hours. Business hours shall be considered to be 8:00 AM to 5:00 PM PST weekdays, excluding <br />statutory holidays in the State of California. It is unlikely that issues would be discovered and support <br />requested outside stated business hours. Provided, however, Contractor will provide non -Business Hours <br />support to the Client for Critical and Impactful issues. <br />4.6. Call -Back. When support services are requested, Contractor shall make return contact with Client to: (1) <br />confirm that the request for support has been received; (2) to receive Client troubleshooting processes and <br />results, and to make a counter -request for any additional information if so needed; and (3) to mutually <br />agree upon a support level pursuant to the above definitions. <br />4.7. Troubleshooting. Troubleshooting begins when Contractor support personnel actively begin researching, <br />investigating, and or testing the cause of the reported issue. Typically, troubleshooting activities will be <br />performed in conjunction with Client personnel. Troubleshooting resources shall be provided consistent <br />with the criticality and anticipated time line of the supported issue. <br />Critical Issue Impactful <br />Routine Issue <br />Application <br />Normal Business <br />Issue <br />/z Hour 1 Hour <br />2 Hours <br />Question <br />1 Hour <br />Hours <br />Call Back <br />Outside Business <br />2 Hours <br />I Business <br />2 Business <br />1 Business <br />Hours <br />Day <br />Days <br />Da <br />Normal Business <br />2 Hour <br />'/z Business <br />1 Business <br />N/A <br />Troubleshooting <br />Hours <br />Day <br />Da <br />Outside Business <br />8 Hours <br />I Business <br />2 Business <br />N/A <br />Hours <br />Day <br />Days <br />Normal Business <br />3 Business <br />4 Business <br />6 Business <br />1 Business <br />Resolution <br />Hum <br />Days <br />Days <br />Days <br />Da <br />Outside Business <br />3 Business <br />4 Business <br />6 Business <br />1 Business <br />Hours <br />Days <br />Days <br />Days <br />Days <br />Page 12 <br />