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Medium Priority — I Definition Response <br />rity Prio3 <br />• VisiCAD Command <br />• VisiNet Mobile <br />• VisiCAD Interfaces <br />• VisiNet Browser and <br />VisiNet CADLink <br />Law Priority - <br />Priority 4 <br />• VisiCAD Command <br />• VisiNet Mobile <br />• VisiCAD Interfaces <br />• VisiNet Browser and <br />VisiNet CADLink <br />Normal business hours - A <br />Software Error which does not <br />meet the criteria for Critical or <br />High Priority, or a Critical or <br />High Priority when a reasonable <br />workaround has been provided. <br />This includes intermittent or <br />umeproducible errors. <br />These include but are not limited <br />to: <br />• System Administrator Utilities <br />• Query functions such as Recall <br />or Mobile queries <br />• Reporting errors or calculation <br />problems <br />• Questions or inquiries relating <br />to functionality, system <br />administration, or installation <br />Definition <br />Normal business hours - All <br />other software or documentation <br />error not described above, <br />including: <br />• Terminology, wording or <br />misspellings of text on forms and <br />messages <br />• Documentation inaccuracies <br />• Cosmetic issues <br />Call back on the next <br />business day to <br />confirm or document <br />issues details. <br />If the Client wants an <br />acknowledgement and <br />tracking number to <br />validate issue <br />submission outside of <br />business hours, such <br />issues need to be <br />entered via the web <br />portal. Such <br />acknowledgements are <br />sent via e-mail within <br />two (2) hours to the <br />individual designated <br />Response <br />Call back within two <br />(2) business days to <br />confirm or document <br />issues details. <br />resolution based upon <br />the priority of the <br />issue. Correction of <br />software issues in <br />future release. <br />Questions and <br />inquiries will be <br />responded to based <br />upon priority and <br />order that similar <br />issues were reported. <br />resolution based upon <br />the priority of the <br />issue. Correction of <br />software issues in <br />If the client wants an I future release. <br />acknowledgement and <br />tracking number to <br />validate issue <br />submission outside of <br />business hours, such <br />issues need to be <br />entered via the web <br />portal. Such <br />acknowledgements are <br />sent via e-mail within <br />two (2) hours to the <br />individual designated <br />in the ticket. <br />Questions and <br />inquiries will be <br />responded to based <br />upon priority and <br />order that similar <br />issues were reported. <br />It is the responsibility of Client to notify TriTech of Software Errors and the Priority level. TriTech will <br />notify the Client's CAD supervisor when a workaround or resolution has been provided. <br />An event of Force Majeure, or other delays beyond TriTech's reasonable control, including, but not limited to <br />interruption of telephone or cellular telephone service, or paging services caused by the respective carrier's <br />technical difficulties shall not constitute a failure of TriTech to respond within the time limits for Critical or <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 23 of 23 <br />