Laserfiche WebLink
3¤±µ¨¢¤ ,¤µ¤« !¦±¤¤¬¤-³ Severityof <br />DescriptionInitial Follow up Corrective Customer <br />IssueResponse Status Action 1, <br />2TimesTimesTimesONE ( <br />1)Lawson 1 hour2 hours3 business Applicationis <br />stopped or so severely impacted that (24 x 7*)(24 x 7*)days Customer <br />cannot reasonably continue work.(24 x 7*) TWO ( <br />2)Important features in the Lawson Application are 4 hours4 hours10 business unavailable <br />with no acceptable workaround. days Lawson <br />Application is continuing, however, there is and/ <br />orservice levels. THREE ( <br />3)Important features in the Lawson Applicationare 12 hours72 hoursNone unavailable, <br />but a workaround is available or less significant <br />components in the Lawson Application are <br />unavailable with no reasonable workaround. ronment <br />or product <br />usage, has experienced a minor loss ofserviceor <br />functionality. 3 <br />FOUR (4)An error exists in the Lawson Application, but 5 business NoneNone days <br />impeded <br />or there are only minor interruptions in Customer <br />requests information, an enhancement or documentation <br />clarification regarding the Lawson Application, <br />but there is no impact on the operation of <br />the Lawson Application. 1 <br />Nogaliscannot guarantee final corrective action time on situations that require collaboration, input and deliverables from rd <br />Customer, 3party vendors (e.g. hardware vendors or payroll software vendors, etc.) or Infor. 2 <br />Nogaliscannot guarantee final resolution time on situations that are dependent on coordination of future releases, cyclic or <br />point releases. 3 <br />Forenhancement requests, Nogalis will commit to providing Customer a Product Requirements Document within fourteen ( <br />14) business days, depending on the complexity of the request and research effort required.