TRITECH SOFTWARE SYSTEMS 2b - Laserfiche WebLink

Home Browse Search

Level 5 — Low Priority Business Hour Support: All other software or documentation errors not described above. Client technical questions would be a part of this level. These Software Errors are defined in Special Note #7, below. Business Hours: Telephone calls to 800-VisiCAD are answered and documented as they come in with no need for a call back. After Hours: This priority of issue is not managed via after hours support. [Refer to Special Notes #2 and 3, below.] Note: Business hours for TriTech customer service are 5:30am to 5:30pm (Pacific Time) on weekdays excluding holidays. After Hours support is offered weekends, nights and holidays. Level 1 — Critical Priority Level 2 — Urgent Priority Level 3 - High Priority Level 4 — Medium Priority Level 5 — Low Priority TriTech will provide a procedural or configuration TriTech will work continuously (including after workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume operations. allows the Client to resume operations. Where a workaround allows the Client to resume operations, the resulting issue ticket will be downgraded to a lower support priority. In that case, TriTech will provide a problem resolution in the form of an Upgrade or modification to the Software in a future update. TriTech will use its best efforts to resolve the issue as soon as possible and not later than 12 hours after notification. This excludes problems secondary to hardware, network, infrastructure and other third party products. TriTech will provide a procedural or configuration TriTech will work continuously (including after workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume operations. allows the Client to resume operations. Where a workaround allows the Client to resume operations, the resulting issue ticket will be downgraded to a lower support priority. In that case, TriTech will provide a problem resolution in the form of an Upgrade or modification to the Software in a future update. TriTech will provide a procedural or configuration workaround or a code correction that allows the Client to resolve the problem. When necessary, correction of software issues will be in future release. When necessary, correction of software issues will be in future release. When necessary, correction of software issues will be in future release. TriTech will use its best efforts to resolve the issue as soon as possible and not later than 36 hours after notification. This excludes problems secondary to hardware, network, infrastructure and other third party products. TriTech will work to provide the Client with a solution based upon the priority of the issue and the date and time of submission. TriTech will work to provide the Client with a solution based upon the priority of the issue and the date and time of submission. TriTech will work to provide the Client with a solution based upon the priority of the issue and the date and time of submission. Questions and inquiries will be managed in order based upon the date and time of submission. Santa Ana Fire Department Software Support Agreement V.5 3/08 Copyright (0 2008 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 19 of 21