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(7) During Normal Technical Services Hours, each Software Error report or enhancement <br />request will be assigned an issue number. This number should be used for all subsequent <br />inquiries relating to the original Software Error report. Problems reported after Normal <br />Technical Services Hours will be logged and assigned an issue number the next business day. <br />(8) Client shall provide TriTech with a high speed data connection (as more fully defined in the <br />Site Preparation Guide), a separate data quality telephone modem line and a dedicated voice line <br />(in each case as specified by TriTech) to each physical area in which a Server or interface <br />equipment is located to enable TriTech to access, diagnose, update or install a workaround to the <br />system. Client shall additionally provide a voice telephone line located near such areas to allow <br />simultaneous voice and data access. <br />(9) If the problem is not a Critical Priority Problem, TriTech will operate on a call-back basis. If <br />requested or specified in the response time criteria below, a TriTech representative will return <br />the call in a manner consistent with the priority and order in which the call was received. Client <br />will make every effort to respond to TriTech in a timely fashion when requests are made for <br />follow-up calls or additional documentation on the reported problem. <br />Santa Ana Software Support Agreement <br />V3.3 02/06 Copyright © 2006 TriTech Software Systems — Confidential & Proprietary <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 17 of 23 <br />