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~I)DF:~D[.li E3 <br />SnFT`'~~,~RE F:IiROR CnRR~:CTiOV <br />G['IDFI_I\F,5 ~~VD PROC`F..DCRIS <br />{I) ~~11 ~r"isi{~'F~D Sc~ftu4trt t~rrars rcpc~rictt t>y C"lierrt empla~~ecs shall he resc~l~~cd as set fartl~ <br />belo~s. lrlitiai respanse by TriTech wi11 be teased uparl ttae ~l~riarity assigned b~,. C'lient's <br />stapervisar- c}f the C.~I'). Resaltttiorl respanse ~a~iil be lased upon the priartty oinfly agr-ecci aa1 by <br />"I"ri"I°ech tand C'licnt. Client ~vili spec:it`y a central contact person at each CAD site and. a Client <br />C::~D caardinator tivlla ~°ill he the fatal point for all C.~D ~tctiE-ity. <br />f-'t if Client cictc:rmanes a Safttvarc l/rrc7r e.tists, Client sllall inlanechatel~~ natit TriTecll b~ <br />teiephonc. folto~~ed by an errar repast in u~rit:in~~, settin; l~c7rth the dt;fects nc~~te~l ~ti~itll specifrcity~ <br />recluestecl by TriTech. ~otte~,<tre 1"rrors may .also he repart•d ~°ia email io '. <br />ar t'hraugh -"Lri'I"ech"s Support ~~elsite. ~otc' that C`ritiea] Priority So#tware ~;t~-ars nlust be <br />reported via telcphoale. `l-he ~~~ritten report must be I`axeci to TriTc:ch tai {8581 -,t)`)_~tJlf). <br />`t~elephanc. notification will le made to Tri l~ectl's VisiC:'~I:) support line at t (80f)} 1,~'isiC:~L), 1 <br />(48fs? l asaC.'#l-). C')r' f8a8) i~)~)-()Jf). <br />{i) "'tarallal `l'ectmical Services Hours" ~.r°e >:~()ta.n1. Through ~: ~(1p.n1. {PT%PST}, ~1orlciay <br />thrauJl Fr-idav, c~cludin~:; holidays. "\annal ~I`ri tech C)fface hours" are 8:3()tz.m. thrau~h <br />5:3{}l~_m. (PT t'ST), ~9oalday ttlrougll F=riday, e:~citrdirlg hah4lays. <br />{~1 "t~'he mt:ain support line ~~~ill be t:ns~~~ered ly ar1 au'taanated attendant at all 11tturs. The Ciierlt <br />can eittlcr rcnlairl on the. line or press ? to transfer to the Technical Sen.~ices I)eptsrtmerlt. if a <br />t°echnical den-ices rcprest:ntati~e i4 aj,:rilahle, fih~; call ~i•ilI he answered. antl hancllett <br />iallmcdiately. if alI rc:presenttttives tare btasy. the Client ~~-i11 6e given the option to lea~~e a <br />a1,c,ssage ar press f} Gera} in the ease of a Critical Priority Prablenl, as eleseribetl below. In the <br />case of Critical Priority Problenls {as described beh~~t°) the Client shall press zero. .~lll other <br />prohlern rcpotls ~~ill operate oat a call-back basis al3er lcavin~ a message in the support voice <br />111ai1t1i):K, <br />{~?) I)taring ~c)nntal TriTeclr C)ttica= Ilatars. pressing zero ~r ill transfer the caller to the <br />receptionist ~~~ho :iii1 assist the C'hent. Tt1t' receptionist «i11 use these praceeitares to handle t11e <br />ca11 appa~apriately, including firxiiaag a Technical Services rcpreserltati~c or «ther p~:rsaalnel to <br />assist the C'liertt. <br />{6) after '~'oa-a~1al TriTLch t:)ftice flours, prs:ssing zero s~ i11 transfer the caller to afar enlert;eracy <br />ans~~~°4ritlg service. ~t'11err ci;uaraet;letl ti? the :,erg ice, the ('liealt st1a11 }~ravade the operator «ith his <br />or her narlle, oraanizatian naallc, cal]-back number where the `i`ecllnical Services representative <br />n1a} rcacll the calling party, and a brief description r)f €he prohlenl (iracltzcling, if tzpphcalie, tare <br />infarrlatioal that causes the isstae to le a. C~'ritical Priority Prohleall). <br />sa 1r ;s ! > ~;~}Etatarc ti:tn~rin .~~Tri: ";)ezt: <br />~'. ~ : t,g (~~~ ..~ ~ < rri.au^t'1 4i;3j°4.xar 5~ aGt17~ ',~rti~3ct t~..i ~ti: €'rt>prie[arc <br />i_~nn :.,h„~7 N ; ,_ cri ~:^~Ecr [iK' cn{~~.~~ i;~w> , ,~ e i. r, .e:.l Stars <br />Pu_e '; f, ~,. _, <br />250-17 <br />