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L Ineidentiextucst for Service Remortina 1'racedure <br />All problems, queries or requests for assistance must be made to Company at support @coplogic.com, <br />during regular business hours of service. <br />Customer must be prepared to leave a contact name, phone number, workstations affected, <br />screenshots, a description of the problem /service and the impact. <br />Company's resources will work with the Customer to diagnose the problem. After investigating the <br />issue, Company and the Customer will jointly categorize the problem into: <br />T e of Prob3em — <br />(lwnershi <br />Customer Server Hardware Problem <br />Customer <br />Desktop ?Hardware Problem <br />Customer <br />Customer Network Communication <br />Customer <br />Isolated Workstation Issue <br />Customer <br />Customer Database Performance /stoxage <br />-- <br />Customer <br />Ap licatian or software related <br />_.... <br />Corn any <br />Company will deal with problem /incident according to the priority assigned. In the case that a <br />problem cannot be readily resolved, Company will attempt to identify a work around. <br />As soon as Company corrects an Issue, Company shall notify the Customer that the Issue has been <br />corrected by sending an electronic mail. <br />Coplogic — DORS Soltware Subscription, Support and Maintenance Agreement 9 <br />