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Level 2 <br />Major functionality on the <br />2 Hours <br />High priority— <br />Every 12 Hours <br />Escalated to <br />Service or other components <br />Zoobean's full <br />upper <br />or applications associated with <br />technical staff <br />management, <br />the Service is affected, but a <br />working 12x5 to <br />once per day. <br />temporary workaround is <br />solve the issue, <br />available. <br />until completion. <br />Major functionality is impaired, <br />although the Service is <br />available and operational. <br />• Users are able to connect <br />to the Service, although <br />some core functions of <br />Service are affected. <br />• Operations can continue <br />only in a restricted <br />fashion. <br />Level 3 <br />Minor functionality on the <br />24 Hours <br />Medium priority— <br />Every 24 Hours <br />Service or other components <br />Zoobean's <br />or applications associated with <br />technical staff <br />the Service is not working as <br />working 8x5 to <br />expected and a workaround is <br />solve the issue, <br />available. <br />until completion. <br />Level <br />General usage questions <br />48 Hours <br />Low priority— <br />Send one-time <br />regardingthe Service or other <br />Zoobean's <br />acknowledgement <br />components or applications <br />technical staff <br />email. <br />associated with the Service. <br />working 8x5 to <br />solve the issue. <br />• Cosmetic issues, including <br />errors in documentation. <br />• Enhancement requests <br />(cases initially opened via <br />email will be assigned a <br />Severity Level 4 by <br />default) <br />