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Maintenance and Support Guidelines <br />Applicability ......................................................................................... <br />Term .................................................................................................... <br />Description of Technical Support Services ........................................ <br />Help Desk Service .............................................................................. <br />Help Desk Call Taking Process ...................................................... <br />Escalation Procedure ...................................................................... <br />Table A: Ticket Priorities and the Service Level Agreement (SLA) <br />Client Responsibilities ........................................................................ <br />Termination ......................................................................................... <br />Exclusions to Support Services .......................................................... <br />2 <br />2 <br />2 <br />2 <br />2 <br />3 <br />4 <br />5 <br />7 <br />7