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High Priority — <br />Priority 2 <br />Definition <br />Response Time <br />Resolution <br />Products: <br />24x7 - A serious Software Error <br />Call back within an <br />Workaround provided <br />• VisiCAD Command <br />not meeting the criteria of a <br />average of one (1) <br />within an average of <br />• VisiNet Mobile <br />Critical Priority, but which does <br />hour during normal <br />twenty-four (24) hours <br />• VisiCAD Interfaces <br />prevent the User from <br />Technical Services <br />if possible. (Providing <br />performing a common call taking <br />business hours; two <br />a workaround would <br />or dispatching function. Such <br />(2) hours after normal <br />usually result in <br />errors will be consistent and <br />Technical Services <br />lowering the priority <br />reproducible. Generally this <br />business hours. <br />of the problem.) <br />means that over 25% of the <br />system workstations are <br />High Priority — <br />Unless a reasonable <br />negatively impacted by this error. <br />Priority 2 issues must <br />workaround is <br />Intermittent errors will be <br />be called in via 800- <br />promptly provided, <br />categorized as Medium Priority <br />VisiCAD in order to <br />TriTech will work <br />(Priority 3). <br />receive this response. <br />diligently to resolve <br />the problem as soon as <br />Examples include the following <br />Web entry, fax, e-mail <br />reasonably feasible. If <br />issues: <br />and messages to <br />a reasonable <br />• Inaccurate address verification <br />specific staff are <br />workaround is <br />information not secondary to <br />managed on the next <br />available, TriTech will <br />problems with GIS data <br />business day — <br />provide a problem <br />• Inaccurate unit <br />therefore, the client <br />resolution in the form <br />recommendations not secondary <br />should always use the <br />of an Upgrade or <br />to problems with GIS data <br />telephone to report <br />modification to the <br />• The inability to view/edit <br />this acuity of problem. <br />Software in a future <br />premise or caution note <br />update. <br />information <br />• The inability to send and <br />If TriTech has been <br />receive text messaging problems <br />unable to diagnose <br />(within CAD, CAD to Mobile, or <br />and provide a <br />Mobile to Mobile) <br />mutually agreeable <br />• Inaccurate information in <br />workaround within <br />incident and unit queue displays <br />five (5) business days <br />that does not meet the criteria for <br />of notification, Client <br />a Critical issue (e.g., false <br />may contact TriTech's <br />positive display of queue <br />Manager of Client <br />warnings) <br />Services or Vice <br />President of Client <br />These issues do not include <br />Services to determine <br />cosmetic, documentation, <br />if on -site support is <br />reporting, or similar problems; or <br />required. <br />questions or inquiries regarding <br />the operation of the software or <br />its installation and training. <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 21 of 23 <br />