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Problem Definition and Priority: <br />The following table provides a list of the types of problems that can be experienced. CI Technologies is <br />responsible for (but not limited to): <br />Showstopper <br />High <br />All services unavailable: (City Wide) <br />The system is unavailable. <br />Cases cannot be rocessed. <br />Efficiency/Performance/Throughput: System is <br />Showstopper <br />High <br />functional but does not match the performance <br />criteria. <br />System not performing as specified: <br />Showstopper <br />High <br />Functions are not executing correctly and are <br />stopping cases from being processed. No <br />workaround available. <br />User Error: <br />Training Issue/Questions <br />Low <br />Problem reported by user that was a result of <br />user error or misunderstanding. <br />Isolated workstation failure. <br />Enhancement: <br />Enhancement <br />Low <br />System does not perform the required <br />- These will be added to the <br />functionality. Functionality was not within <br />enhancement list and addressed <br />requirements. <br />with CI Technologies as needed. <br />System not performing as specified (workaround <br />Workaround Available <br />Medium <br />available). An error is experienced but the <br />Complex workaround <br />problem can be worked around, <br />Decrease system's <br />efficiency/performance/ <br />throughput <br />Decreases user/department's <br />efficiency in completing tasks <br />Workaround available <br />Low <br />Easy to implement workaround. <br />No impact on system performance <br />No Impact on user/department's <br />efficient <br />Support Restore Requirements <br />The following table provides a guideline for restoration times in case of a problem: <br />High I Response within 2 hours of contact. <br />Resolution within 6 hours from time of notifying the vendor contact(s) through voice <br />mail (first level support contact) and e-mail. <br />If feasible, CI Technologies will provide after hours support into the evening or during <br />early morning hours. <br />Med Resolution within 2 business days from time of notifying the vendor contact(s) through <br />voice mail (first level support contact) and e-mail to the entire list. <br />11 Santa Ana Police Department <br />