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<br />Agreement between KCC Knowledge Computing (C.nSda) LimIted and <br />City of S"nt" An" CEleblblt F] <br />North America 800-667-2066 <br />All Other Countries 250-383-9231 <br />KCC Email Support:suPDort@KCC.com <br /> <br />On-line Technical Support, Case Submission, Knowledge Base & Documentation: <br />htto://www.KCC.com <br /> <br />19,2. When reporting incidents to KCC, the Customer must provide sufficient detail <br />10 enable the Technical Support Analyst to reproduce and diagnose the problem or <br />difficulty, including revision level information, problem documentation and any media <br />containing data. <br /> <br />19.3. Each incident reported to KCC should be properly defined to ensure timely <br />acknowledgement of the support call, An incident is defined as a single support issue <br />that cannot be broken down into subordinate problems. <br /> <br />19.4. Each Incident submitted to KCC shall contain the following information <br /> <br />19.4.1. Incident Information <br /> <br />" Date of incident <br /> <br />" User's Agency, Name and Contact Information <br /> <br />" KCC Application Name, including version number <br /> <br />" Location of server/workstation <br /> <br />" Issue Details <br /> <br />" Describe the nature of the issue <br /> <br />" Is the issue sporadic, persistent, or is this the first time it has been <br />experienced? <br /> <br />" Describe how the issue impedes the user's ability to perform a specific <br />business process (job function) <br /> <br />" For a persistent issue, describe the steps that lead to the problem <br /> <br />" Error Information (please provide screen captures, ifpossible) <br /> <br />" What steps, if any, were taken by the user to recover from the <br />incident? (E,g;, Application restart, computer reboot, closing and <br />reopening of module, etc.) <br /> <br />Confidential <br /> <br />Page 14 <br /> <br />811812009 <br /> <br />City ofSllnta AnI1- .ExhibIt F Copytlebl 0 2006- KCC Knowledge. Computing (Canada) Limited <br /> <br />I <br /> <br />