Laserfiche WebLink
<br />. <br /> <br />~ <br /> <br />MOTOROLA <br /> <br />Severity Level <br /> <br />Table A-2 - On Site Response Times with Technical Support Response Times <br /> <br />Response Time <br /> <br />Severity 1 Within 1 hour from receipt of request for Technical Support. On-site <br />within 4 hours from time of dis atch. <br />Severity 2* Within I hour from receipt ofrequest for Technical Support. On-site <br />within 4 hours* from time of dis atch* <br />Severity 3* Within next Business Day from receipt of request for Technical <br />Su ort*. On-site within 24 hours from time of dis atch* <br />*Denotes that these response times are applicable only during Standard Business Day. Severity 1 Response <br />Times are applicable Continuously. <br /> <br />Table B - Remote Technical Su <br />Severity <br /> <br /> <br />Severi 1 Within 1 Hour from recei t of notification <br />Severi 2 * Within 4 Hours from recei t of notification <br />Severity 3* Within next Business Day <br />* Denotes that these response times are applicable only during Standard Business Day. Severity 1 <br />Response Times are applicable Continuously. <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, AlC Power) <br />Res onse is rovided Continuous I <br />Significant System Impairment <br />Intermittent problems <br />Res onse durin Standard Business Da <br />Parts Questions <br />Upgrades <br />Intermittent problems <br />System problems presently being monitored <br />Res onse durin Standard Business Da . <br /> <br />OnSite Infrastructure Response <br />Approved by Motorola Contracts & Compliance: 12/12/00 <br /> <br />Page 2 of2 <br />