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Maintenance and Support Guidelines <br />Applicability...................................................................................................................................... <br />............................... 2 <br />Term................................................................................................................................................. <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 />............................... 3 <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 />25P -15 <br />