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Escalation Procedure <br />When the call-back SLA specified in Table A is not met, the Help Desk is instructed to escalate the ticket to the <br />people identified below and advise the Client that this escalation is in progress. Should the Client not receive a <br />call from the Help Desk within the call-back SLA, the Client is free to contact the following escalation contacts <br />directly (in the order indicated): <br />Help Desk Team Leader (514) 916-0199 <br />Sr. Manager Technical services (514) 804-9334 <br />Sr. Manager, SW Development (514) 916-3995 <br />VP Products (514) 916-0423 <br />Internal escalation is automatically triggered in the timeframes defined in the last two columns of Table A in order <br />to ensure that high priority tickets are resolved as quickly as possible. <br />Note: <br />The call-back time is defined as the interval of time from the moment Tiburon Help Desk received a call for <br />service to the moment a Tiburon technical specialist contacts the site.