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EXHIBIT A <br />Service Level Agreement (SLA) <br />Severity <br />Incident <br />Response <br />Time <br />Resolution <br />Effort <br />Customer Update <br />Interval <br />Escalation <br />Level 1 <br />Critical outage on the Service <br />1 Hour <br />Highest priority— <br />Every 4 Hours <br />Escalated to <br />or other components or <br />2oobean's full <br />upper <br />applications associated with <br />technical staff <br />management, <br />the Service, and no <br />working 240 to <br />twice per day. <br />workaround is immediately <br />solve the issue, <br />available. <br />until completion. <br />• Critical services — Service <br />is down and Users cannot <br />perform core functions of <br />the Service on their <br />accounts. <br />• Digital operations have <br />been disrupted and Users <br />cannot log onto the <br />Service. <br />A Service outage does not <br />include loss of connectivity or <br />access for a single or small <br />subset of users. Severity Level <br />1 tickets are also not related to <br />errors on mobile platforms, <br />such as Apple !Phone or lead, <br />Android devices, Kindle, etc. <br />