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Agreement between VISIPHOR Corporation and <br />C/ty of Santa Ana [Exh/b/t F] <br />North America 800-667-2066 <br />All Other Countries 250-383-9231 <br />VISIPHOR Email Support :support .visiphor.com <br />On-line Technical Support, Case Submission, Knowledge Base & Documentation: <br />httn://www.vis iphor. com <br />19.2. When reporting incidents to VISIPHOR, the Customer must provide sufficient <br />detail to enable the Technical Support Analyst to reproduce and diagnose the problem or <br />difficulty, including revision level information, problem documentation and any media <br />containing data. <br />19.3. Each incident reported to VISIPHOR should be properly defined to ensure <br />timely acknowledgement of the support call. An incident is defined as a single support <br />issue that cannot be broken down into subordinate problems. <br />19.4. Each Incident submitted to VISIPHOR shall contain the following <br />information <br />19.4. L Incident Information <br />• Date of incident <br />• User's Agency, Name and Contact Information <br />• VISIPHOR Application Name, including version number <br />• Location of server/workstation <br />• Issue Details <br />• Describe the nature of the issue <br />• Is the issue sporadic, persistent, or is this the first time it has been <br />experienced? <br />• Describe how the issue impedes the user's ability to perform a specific <br />business process (job function) <br />• For a persistent issue, describe the steps that lead to the problem <br />• Error Information (please provide screen captures, if possible) <br />• What steps, if any, were taken by the user to recover from the <br />incident? (E.g., Application restart, computer reboot, closing and <br />reopening of module, etc.) <br />Confidential Page 14 7/17/2006 <br />Ciry of Sams Ma-Exhibi[F Copyright®2006-VISIPHOR Coryora~ion <br />