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All services unavailable: <br />The system is unavailable. <br />Performance/Throughput: System is <br />but does not match the performance <br />System not performing as specified: <br />Functions are not executing correctly and are <br />stopping cases from being processed, No <br />User Error: <br />Problem reported by user that was a result of user <br />error or misunderstanding. <br />Isolated workstation failure. <br />System does not perform the required <br />functionality, Functionality was not within <br />System not performing as specified (worka <br />available). An error is experienced but the <br />problem can be worked around. <br />Support Restore Requirements <br />Showstopper <br />-These will be added to the <br />enhancement list and addressed <br />Workaround Available <br />Complex workaround <br />Decrease system's <br />efficiency/performance/ <br />throughput <br />Decreases user /department's <br />Easy to implement workaround. <br />No Impact on system <br />performance <br />No impact on user /department's <br />The following table provides a guideline for restoration times in case of a problem: <br />High I Response within 2 <br />High <br />Low <br />Low <br />Resolution within 6 hours from time of notifying the vendor contact(s) through voice <br />mail (first level support contact) and e -mail, <br />If feasible, CIT will provide after hours support into the evening or during early morning <br />hours. <br />Resolution within 2 business days from time of notifying the vendor contact(s) <br />voice mail (first level support contact) and e -mail to the entire list. <br />Low No resolution time designated,. Added to enhancement list or addressea mrougn <br />updates to user documentation. <br />2 <br />25L -11 <br />