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<br /> <br /> <br /> <br /> <br /> <br /> • Free product upgrades of both minor and major releases of ATIMS (subject to the cost of <br /> installation, customization, and training) <br /> • 1-hour response time during normal business hours. Detailed information regarding <br /> <br /> support hours is enclosed in Section 3.2 below <br /> • Our emergency number for service after normal business hours is 818-254-0851 <br /> <br /> <br /> <br /> 3.2. Support Hours. ATIMS offers normal support during its regular business hours Monday <br /> through Friday between 8 AM - 5 PM PST excluding holidays. ATIMS additionally provides <br /> critical support twenty four (24) hours a day / 7 days a week. Critical support is defined as any <br /> issue that <br /> <br /> • Causes the ATIMS system to stop running agency wide <br /> <br /> • Prevents any essential or required data elements from entry <br /> 3.3. Support Requests. CITY agrees to submit all requests for support via telephone, or online <br /> through e-mail or a special section of the ATIMS web site. CITY will provide to ATIMS all <br /> information reasonably requested by ATIMS, which will enable ATIMS to provide Support. Such <br /> information may include, but not be limited to, the type of hardware being used, a description of <br /> the problem, and any additional software being used that falls outside the Scope of coverage. <br /> CITY understands and agrees that the completeness and accuracy of the information provided <br /> <br /> pursuant to this Section may affect ATIMS ability to provide Support. <br /> 3.4. Response Times. ATIMS support staff will make a determination during the initial call on <br /> <br /> the severity of the issue. Based on our assessment, response time will be determined. Any <br /> critical issue or any issue preventing logic flow of the software will receive immediate attention. <br /> The below table provides details on severity levels. <br /> Severity Level Description <br /> <br /> Level One An incident is classified as Severity 1 if the problem affects production and <br /> demands immediate attention. Normal service has been disrupted. Business risk <br /> is high. Customer receives a status report within the first hour. Problem should <br /> be resolved within four hours. Customer receives a status report every four <br /> business hours. <br /> Level Two An incident is classified as Severity 2 Incident where the Incident affects <br /> production systems and demands immediate attention. Customer or IT service <br /> has been affected. Business risk is moderate to low. Customer receives a status <br /> report within four hours. Incident should be resolved within two days. Customer <br /> receives a status report eve four business hours. <br /> Level Three A Severity 3 Incident is defined as an Incident that has low impact. Customer or <br /> IT service has not been affected. Business risk is low. Customer receives a <br /> status report within 24 hours. Problem should be resolved within five working <br /> days. <br /> <br /> <br /> 25B-5 <br />