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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 ...........................................................