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Desk technical specialist for problem investigation and resolution. If there are no Help Desk technical specialists <br />available to immediately take the call, the caller is called back within the agreed upon SLA. <br />The Help Desk technical specialist will work over the phone and through remote high speed facilities (e.g. Cisco <br />VPN, Sonic Wall, Remotely Anywhere, Remote Desktop) to troubleshoot and resolve the issue. The ticket Is only <br />'closed' by Tiburon upon positive confirmation from the Client. <br />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 />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. <br />Help Desk Team Leader <br />(514) 916 -0199 <br />Director, Operations <br />(514) 804 -9334 <br />Director, SW Development <br />(514) 916 -3995 <br />Sr. VP, Products and Operations <br />(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. <br />