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QE2G2 <br />Certified <br />i.00i co..ea.,o <br />Response Times <br />E2G2 will correct reported Errors in accordance with the following provisions. All time <br />references below are clock hours or calendar days, unless otherwise specified. <br />1. Priority I Errors <br />a. E2G2 will provide Licensee with a telephone number for emergency <br />support to be used by Licensee at any time on a seven (7) day a week, twenty -four (24) hours a <br />day basis to report Priority 1 Errors, if the customer chooses to pay an additional maintenance <br />premium, otherwise, the customer will be able to place a call for support anytime during the help <br />desk hours corresponding to Licensee's public working hours. <br />b. E2G2 will provide an initial response to all Priority 1 Errors within one (1) <br />hour following the report of issue. <br />c. E2G2 will use commercially reasonable efforts to resolve Priority 1 Errors <br />within twenty -four (24) hours or identify a mutually agreeable correction plan within twenty -four <br />(24) hours following the report of Error. <br />2. Priority 2 Errors <br />a. The Licensee shall use the standard call support center telephone number <br />or web service for emergency support during normal business hours. <br />b. E2G2 will provide an initial response to all Priority 2 Errors within four <br />(4) working hours following the report of the Error. <br />c. E2G2 will use commercially reasonable efforts to resolve Priority 2 Errors <br />within seven (7) working days following the report of the issue. <br />3. Priority 3 Errors <br />a. The Licensee shall use the standard call support center telephone number <br />or web service for emergency support during normal business hours. <br />b. E2G2 will provide the Licensee a tracking number for all Priority 3 Errors <br />within five (5) business days following the report of issue, and respond further as part of our <br />normal online tracking system. <br />c. E2G2 will use commercially reasonable efforts to resolve Priority 3 Errors <br />by means of a future scheduled update or release, as mutually agreed. <br />1C� <br />