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�s�C'ttV@ NETWURK <br />Quote <br />SUPPORT ISSUE 1PRIUR! "TIES AND TIM1IELl1VE8 <br />T ICKET.RESOLVTIO� TARGETS <br />25483 - 1 <br />New support incidents are assigned one of the following levels, each with its respective standard ticket <br />resolution target: <br />Call Description Standard <br />Priorit Level Com letion Tar et <br />Priority 1 Fatal issues that result in the customer's inability to fulFill 1 business Day <br />critical business firnetions (i_e. those pertaining to core <br />functionality such as processing registrations, memberships, <br />rentals and that have no reasonable work - around <br />Priority 2 Serious issues significantly impacting use of the system but 2 business day <br />do not prevent core functions From being fulfilled <br />Priority 3 All other issues, except those classifi <br />SERVICES IYOT INCLUDED <br />The following supplies and services are excluded from Support and Maintenance: <br />Services which are required to remedy problems that stem from changes to or defects in system <br />configuration upon which the software was originally installed <br />• Services which are required. to remedy problems which do not stem from any defect in the software <br />- Services which . are required to remedy problems caused by lack of training of the customer's personnel <br />• Improper treatment or use of the software <br />Onsite or remote training services <br />Full report customization service <br />Database- specific services or assistance <br />ed as D (Low); i.e. how- <br />3 business days <br />to questions, reporting/reconciliation issues <br />Priority 4 <br />Issues that are not time - sensitive or may be undertaken as <br />None <br />customer service initiatives outside the scope ofthis <br />Agreement <br />Guaranteed <br />For Hosted Customers <br />95% <br />U time <br />SERVICES IYOT INCLUDED <br />The following supplies and services are excluded from Support and Maintenance: <br />Services which are required to remedy problems that stem from changes to or defects in system <br />configuration upon which the software was originally installed <br />• Services which are required. to remedy problems which do not stem from any defect in the software <br />- Services which . are required to remedy problems caused by lack of training of the customer's personnel <br />• Improper treatment or use of the software <br />Onsite or remote training services <br />Full report customization service <br />Database- specific services or assistance <br />