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Following the acknowledgement of a logged issue ticket, the Technical Support Team will then <br />have 8 (eight) business hours, from 0900 to 1700 PST, seven days a week, to analyze the issue <br />and attempt to resolve it. If the problem cannot be resolved by telephone, the Technical <br />Support Officer will access the equipment via a remote access program, ‘GoToAssist’ or a City <br />of Santa Ana approved method. If the problem has been classified as involving downtime to a <br />machine Invengo American Corp’s Technical Support Team will remote into the machine within <br />4 (four) hours of the problem being logged. Otherwise, Invengo Technology Corp’s Technical <br />Support Team will remote in within 8 hours of the problem being logged. <br /> <br />If the Technical Support Team determines that the problem is hardware related, Invengo <br />American Corp will arrange for the parts to be delivered to the Library ASAP by a delivery service or <br />by Invengo American Corp’s support partner Fujitsu in the instance of a part swap-out required <br />with an onsite visit. If a technician is required to install the part, an Invengo American Corp <br />Technician will be onsite within 8 (eight) working hours, from 0900 to 1700 PST, seven days a week, <br />from the determination that an onsite visit is required and the part is available through Invengo <br />American Corp’s support partner Fujitsu OR within 8 working hours, from 0900 to 1700 PST, seven <br />days a week, from the determination that an onsite visit is required and the Library <br />acknowledging that the part(s) have been received via a delivery service from Invengo American <br />Corp. <br /> <br />Problems that are not resolved within the timeframes described above will be escalated to the <br />Support Manager for resolution. <br /> <br />The cost of support is included in Invengo American Corp’s Warranty and Support Agreement <br />and is free of charge for the first year. Weekend onsite support is charged at an additional 40% <br />of the quoted Extended Warranty. <br /> <br /> Web Support: <br />o The City of Santa Ana will have access to Invengo American Corp’s Service <br />Portal including access to: <br /> Tiered access to lodge work tickets instantly. Administrator level has <br />access to all Work Tickets for all branches; standard access gives library <br />staff access to their branch only. <br /> Ability to classify severity of problem (experiencing downtime, for <br />example). <br /> Ability to upload files, screenshots, reports, images etc. <br /> Knowledge-base – online access to User Guides, issue resolution tips <br />and guidelines, common issues, etc. <br /> <br /> Authorized Service Technicians <br />o In the instance of a part swap-out required with an onsite visit, Invengo <br />American Corp’s support partner Fujitsu will attend the site. <br />Exhibit 1