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Maintenance and Support Guidelines <br />Applicability........... ............................... . .............................. ............................... . ............. <br />............................... . .............. 2 <br />Description of Technical Support Services ..................................................................................... <br />............................... 2 <br />TechnicalSupport Services ......................................................................................................... <br />............................... 2 <br />HelpDesk Service ....................................................................................................................... <br />............................... 2 <br />HelpDesk Call Taking Process ................................................................................................... <br />............................... 2 <br />EscalationProcedure ................................................................................................................... <br />............................... 3 <br />Table A: Ticket Priorities and the Service Level Agreement ( SLA) ............................................. <br />............................... 4 <br />SoftwareUpdates Program ......................................................................................................... <br />............................... 5 <br />Product Specialist and Training Services ........................................................................................ <br />............................... 5 <br />ClientResponsibilities ..................................................................................................................... <br />............................... 5 <br />Termination...................................................................................................................................... <br />............................... 7 <br />Exclusions to Technical Support Services ...................................................................................... <br />............................... 8 <br />