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ims InCustody Core & InCustody Plus+JMS <br />:< WARRANTY & SUPPORT & MAINTENANCE <br />case of an CMS Tier 1 or 2 issue, ATIMS will respond to Support Calls according to the following <br />Service Levels: <br />• Service Response time refers to the maximum elapsed time after problem logged for <br />investigation and action by the ATIMS. ATIMS will communicate with the Agency's <br />internal software support team, providing an action plan. <br />• Resolution Status Update Frequency refers to the maximum time elapsed after <br />problem has been initially logged before a status update is provided to the Agency. <br />ATIMS will continue to provide status updates to the Agency within this frequency <br />interval until the problem is resolved. <br />• Service Resolution time goal refers to the objective for the maximum elapsed time <br />after problem is logged for some sort of problem resolution to be provided. <br />Service Levels will be determined in accordance with the following: <br />EmergencV <br />• System down during critical support times complete core functions or critical <br />processes of the Jail Management System <br />• Security breaches and other security issues <br />High <br />• System down (Software Application) <br />• Inability to complete core functions or critical processes of the Jail Management <br />System <br />• Program errors without workarounds <br />• Incorrect calculation errors impacting records <br />• Performance issues of severe nature impacting critical processes <br />Medium <br />• System errors that have workarounds <br />• Performance issues not impacting critical processes <br />• Usability issues <br />• Reporting Issues <br />Low <br />• Report formatting <br />• Aesthetic issues <br />5 1 P a g e CONFIDENTIAL/PROPRIETARY UpdaiedILN20_'1 <br />