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ServicePlus Support Services Agreement <br />Avoce++e <br />Priority 1 <br />Service Disruption for major <br />< 1 Hour <br />< 4 Hours <br />< 3 <br />applications/systems and/or has major <br />phone call <br />Business <br />impact on business operations and/or <br />Acknowledgement <br />days <br />impacts external customers <br />required <br />Guideline — has significant business <br />impact. <br />Priority 2 <br />Partial service disruption for major <br />< 2 Hour <br />< 4 Hours <br />< 5 <br />application/system and/or service <br />Business <br />disruption for minor system and/or has <br />days <br />moderate impact on business operations <br />Guideline — affects business operation <br />for at least one department. <br />Priority 3 <br />Minor service disruption impacting 1-2 <br />< 1 Business day <br />. <br />users significantly and/or has minimal <br /><3 <br />< 30 <br />impact on business operations. Does not <br />Business <br />Business <br />affect service delivery to external clients. <br />days <br />days <br />Service Request may be raised for <br />Incident remediation and resolution <br />Priority 4 <br />Minor Service disruption with <br />< 1 Business day <br />< 15 <br />< 90 <br />insignificant or no impact on business <br />operations <br />Business <br />Business <br />Workaround available <br />days <br />days <br />Guideline — Affects < 5people <br />Service Request may be raised for <br />incident remediation and resolution <br />Priority 5 <br />Causes no service disruption with no <br />< 5 Business days <br />< <br />< 120 <br />impact on business operations and does <br />impact service deliver to clients. <br />Business <br />Business <br />Additional work needed to perform some <br />days <br />days <br />functions. <br />Service Request may be raised for <br />incident remediation and resolution <br />