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1. Incident/Request for Service Reporting Procedure <br />All problems, queries or requests for assistance must be made to Company at support@coplogic.com, <br />during regular business hours of service. <br />Customer must be prepared to leave a contact name, phone number, workstations affected, <br />screenshots, a description of the problem/service and the impact. <br />Company's resources will work with the Customer to diagnose the problem. After investigating the <br />issue, Company and the Customer will jointly categorize the problem into: <br />Type of Problem Ownership <br />Customer Server Hardware Problem Customer <br />Desktop Hardware Problem Customer <br />Customer Network Communication Customer <br />Isolated Workstation Issue Customer <br />Customer Database Performance/storage Customer <br />Application or software related Compare <br />Company will deal with problem/incident according to the priority assigned. In the case that a <br />problem cannot be readily resolved, Company will attempt to identify a work around. <br />As soon as Company corrects an Issue, Company shall notify the Customer that the Issue has been <br />corrected by sending an electronic mail. <br />Coplogic - DORS Software Subscription, Support and Maintenance Agreement <br />9 <br />251-11