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Maintenance and Support: Diagnostic Resolution and Escalation Procedures <br />While the annual maintenance agreement is In- effect, CIT will provide technical support to Customer as <br />follows: <br />Availability: Via our 1 -800 number and personal cell phones during normal working hours. Also, e -mail for <br />lower priority issues. We typically make ourselves available after working hours If a high priority problem <br />Is pending. <br />Two hours is our typical response time to medium and high priority calls. We typically respond to call or <br />e -mails related to training or usage issues within 24 hours. <br />The following escalation procedures will be employed to Insure an appropriate response to any <br />interruption of service in order to minimize downtime, Problems are addressed quickly during the hours <br />of 8:00am and 6:00pm EST Monday through Friday excluding Holidays and weekends, <br />General problem reporting and resolution procedures <br />When a problem Is encountered during regular business hours, the following steps will be preformed: <br />The Customer's users will ideally first contact the designated coordinator /primary user of software, This <br />will probably be a person who is most familiar with the software at the Customer, and that person will <br />endeavor to determine the cause of the problem. <br />Anyway user of the software is welcome to call CIT directly, but including the designated coordinator in <br />problem resolution Is desired. <br />If the problem seems to require assistance from CIT, they will be contacted at this point. Otherwise, the <br />Customer designated coordinator or other appropriate person will attempt to correct the problems. The <br />Customer designated coordinator or other staff will verify network connects, resolve printer problems and <br />any desktop issues In order to ensure the problem is not one external to the software. <br />If the Customer is unable to determine the cause of the failure, the designated coordinator will contact <br />CIT. CIT may be notified through e -mail, phone or other means. <br />A toll -free number will be maintained by CIT for use by Customer staff In contacting its support staff, and <br />it will be staffed so that a response to a call will either be immediate, or within 2 hours of receipt of call. <br />CIT resources will work with the Customer to diagnose the problem. After investigating the issue, CIT <br />and Customer will jointly categorize the problem into: <br />Problem Definition and Priority: <br />The following table provides a list of the types of problems that can be experienced. CIT is responsible <br />for (but not limited to): <br />25L -10 <br />Server Hardware Problem <br />IT <br />Desktop Hardware Problem <br />IT <br />Network Communication <br />IT <br />Isolated Workstation Issue <br />IT <br />Database Performance/storage <br />CIT <br />Application or software related <br />CIT <br />Problem Definition and Priority: <br />The following table provides a list of the types of problems that can be experienced. CIT is responsible <br />for (but not limited to): <br />25L -10 <br />