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E2G2 <br />Certified <br />Local Cont¢n[ <br />Service Level Required <br />Level 1 Error Level 2 Error <br />Level 3 Error <br />time measured from initial re ort of Error to E2G2 <br />Independence Day <br />Stage 1 Status Report Intervals <br />every 4 hours <br />daily <br />N/A <br />Closed <br />during standard <br />Closed <br />Day after Thanksgiving Day <br />Closed <br />business hours <br />Early Closure <br />Christmas Day <br />Escalation Sta e 2 Dir. of Su ort <br />24 hours <br />7 da s <br />N/A <br />Stage 2 Status Report Intervals <br />Every 4 hours <br />daily <br />N/A <br />during standard <br />business hours <br />Escalation Sta e 3 VP of Su ort /CEO <br />72 hours <br />1 O da s <br />N/A <br />Maintenance and Support Fee Reduction <br />(10% /day to a max of 100% of the <br />monthly fee for the affected application <br />after 72 hours <br />N/A <br />N/A <br />or module of software <br />Holiday Schedule <br />Below is a listing of statutory holidays. Please note that support services will be closed <br />on designated days as outlined below. <br />New Year's Day <br />Closed <br />Memorial Day <br />Closed <br />Independence Day <br />Closed <br />Labor Day <br />Closed <br />Veteran's Day <br />Closed <br />Thanksgiving <br />Closed <br />Day after Thanksgiving Day <br />Closed <br />Christmas Eve <br />Early Closure <br />Christmas Day <br />Closed <br />Day after Christmas Day <br />Closed <br />New Year's Eve <br />Early Closure <br />20 <br />