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• 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 />support hours is enclosed in Section 3.2 below <br />• Our emergency number for service after normal business hours is 818 - 254 -0851 <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 />• Causes the ATIMS system to stop running agency wide <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 />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 />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 />Level One <br />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 <br />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 every four business hours. <br />Level Three <br />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 />da Vq . <br />