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<br />e <br /> <br />- <br />@ MOTOROLA <br /> <br />3.6. Allow Motorola remote access to the System. <br />3.7. Cooperate with Motorola and perform all acts that are reasonable or necessary to enable Motorola to <br />provide the Technical Support services to Customer. <br />3.8. Acknowledge that Cases will be handled in accordance with the times and priorities as defmed in Table B <br />and C in Appendix 1 at the back of this SOW. <br /> <br />APPENDIX 1 <br /> <br />TABLE B - Remote Technical Support Response Times <br /> <br />SEVERITY <br />Severi 1 <br />Severi 2 * <br />Severity 3 * <br /> <br />RESPONSE <br />Within 1 Hour from recei t of notification <br />Within 4 Hours from recei t of notification <br />Within next Business Day <br />*Standard Business Days <br /> <br />TABLE C -Severity Definitions <br /> <br />Severity Level <br />Severity 1 <br /> <br />Severity 2 <br /> <br />Severity 3 <br /> <br />Problem Types <br /> <br />Major system failure <br />33% of System down <br />33% of Site channels down <br />Site Environment Alarms (smoke, access, temp, AC Power) <br />Response is provided Continuously. <br />Significant System Impairment <br />Response during Standard Business Day <br />Parts Questions <br />Upgrades <br />Intermittent problems <br />System problems presently being monitored <br />Operational and informational questions <br />Configuration Change Support and Work Flow procedure questions <br />Response during Standard Business Day. <br /> <br />Technical Support Service <br />Approved by Motorola Contracts & Compliance 11/14/01 <br /> <br />Page 2 of2 <br />