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Q E2G2 <br />Certified <br />�ocai conoe.,e <br />a. Service Level 1 Error: If the Error has not been corrected after forty <br />eight (48) hours since the initial report of the Error, E2G2 will immediately assign its Vice <br />President of Support or company CEO to directly oversee our efforts to remedy the Error, <br />including, in his/her reasonable determination following consultation with the Licensee, <br />assigning a Support Representative to work onsite at the Licensee's location, until such Error is <br />resolved. <br />b. Service Level 2 Error: If the Error has not been corrected after ten (1 O) <br />days since the initial report of the Error, E2G2 will immediately assign its Vice President of <br />Support or company CEO to directly oversee its efforts to remedy the Error, including in his/her <br />reasonable determination following consultation with the Licensee assigning a Support <br />Representative to work onsite at the Licensee's location, until such Error is resolved. <br />c. Service Level 1 or 2 Errors: If, at any time, after the specified periods <br />above, the Error has not been corrected, E2G2 will advise the Licensee of the steps it intend to <br />take to correct the Error and the corresponding schedule of such steps. E2G2 will consider, in <br />good faith, such measures that it has not taken to date, including without limitation, placement of <br />company personnel onsite at the Licensee and /or retention of third party technical services to <br />resolve the Error at E2G2's own cost. <br />Failure to Correct Issues. <br />Licensee shall be entitled to receive a ten percent (1 O %) reduction of the monthly maintenance <br />fee for the affected software, up to a maximum of 100% of such fee for the current month, for <br />each twenty four (24) hour period (excluding weekends and customer holidays) during which a <br />Service Level 1 Error is not corrected seventy -two (72) hours following the report of the Error, <br />provided however, such reductions shall not apply where the cause of the Error is not within <br />E2G2's reasonable control, which includes hardware malfunctions, utility failures, air <br />conditioning malfunctions, System Software problems, communications malfunctions, <br />environmental problems, and issues due to errors by the Licensee or third -party personnel. <br />Table of Service Level Requirements. <br />By way of example, but not by limitation, a compilation of the deadlines stated herein is included <br />below for convenience of reference by the parties. <br />Service Level Required <br />Level 1 Error <br />Level 2 Error <br />Level 3 Error <br />time measured from initial re ort of Error to E2G2 <br />Initial Res onse Due <br />1 hour <br />4 hours <br />5 da s <br />Correction identified and a mutually <br />24 hours <br />7 days <br />As mutually <br />agreeable correction plan will be <br />agreed <br />develo ed within <br />Escalation Stage 1 (Support <br />12 hours <br />7 days <br />N/A <br />Su ervisor /Grou Lead.) <br />19 <br />