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• <br />\J <br />• <br />Warranty & Maintenance Support Version 2.5 Guidelines & Options <br />Method. <br />PY'ticednre <br />Fax <br />Address faxes to CompuDyne Client Support Center, and fax to: <br />Urgent <br />(510) 742 -9590 (CSC fax) <br />(510) 494 -5360 (CSC back -up fax) <br />Client cannot use system to continue operations. <br />Faxes are processe d during regular business hours. <br />U.S. Mail <br />Mail TSRS to: <br />Client Support Center <br />critical operations, or database integrity is <br />CompuDyne — Public Safety & Justice, Inc. <br />39350 Civic Center Drive <br />Fremont, CA 94538 <br />NOTE: FOR PRIORITY 1 ISSUES, CLIENTS <br />TSRS received via U.S. Mail are processed during regular business hours. <br />3.1.2 PRIORITIZING TSRS <br />Clients should assign each TSR a priority code consistent with the definitions outlined below to ensure <br />that the TSR receives the appropriate response and attention required. All TSRS are addressed according <br />to their priority level. <br />NOTE: CompuDyne staff may recommend a priority level other than that requested by the client, if the <br />requested priority level does not meet the criteria defined below. <br />Pdodty Level <br />Catwrly <br />Dethdtioa , <br />Priority 1 <br />Urgent <br />The entire system or a major component is down. <br />Client cannot use system to continue operations. <br />Impacts multiple users, halts or severely impacts <br />critical operations, or database integrity is <br />compromised. <br />NOTE: FOR PRIORITY 1 ISSUES, CLIENTS <br />MUST CONTACT THE CSC IMMEDIATELY BY <br />TELEPHONE. DO NOT DELAY RESOLUTION <br />BY SUBMITTING A PRIORITY 1 TSR BY WEB, <br />EMAIL, FAX, OR U. S. MAIL. <br />Priority 2 <br />High <br />A major component or function does not work <br />properly. Impacts an individual or small group. <br />Normal operations impaired, but can continue. <br />Priority 3 <br />Standard <br />Impacts an individual or small group. Service can be <br />delayed until a mutually established future time. <br />Priority 4 <br />Information <br />Issue is informational or educational in nature. <br />Enhancement requests and Steering Committee <br />issues should be reported as Priority 4 TSRS. <br />Priority 1 TSRS reported during regular business hours are logged and assigned to a CompuDyne <br />technician for investigation and resolution. For clients and systems with 24 x 7 coverage, Priority 1 TSRS <br />can be reported 24 hours a day, 7 days a week. <br />Clients and systems without 24 x 7 coverage can report issues via the CompuDyne website, email or fax <br />at any time. These requests are processed during regular business hours. Clients and systems without 24 x <br />7 coverage can contact the CSC by telephone during regular business hours to report a TSR. <br />CompuDyne — Public Safety & Justice, Inc. December 1, 2005 Page 4 <br />