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Appendix t <br />Service Targets <br />Availability <br />The collectionHQ service will be available 90% of the time 09.00 <br />to 17.00 (your local time) Monday to Friday <br />Service Incidents <br />The collectionHQ Support Team will seek to provide an initial <br />response within 24 hours and a follow up within a maximum 48 <br />hours to service incidents and thereafter regularly updated until <br />a resolution is reached. All incidents must be raised initially via <br />our Helpdesk by email to support@collectionHQ.com <br />Non -Critical Enquiries <br />The collectionHQ Support Team will respond to non -critical <br />enquiries within 3 days, deliver an answer within 10 days, and <br />update status every 5 days. A non -critical inquiry is defined as <br />a request for information that has no impact on the service <br />quality if not answered or acted upon promptly. <br />