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Support Restore Requirements <br />The following table provides a guideline for restoration times In case of a problem: <br />High I Response within 2 hours of contact. <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 />Med 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 I No resolution time designated,. Added to enhancement list or <br />M <br />S. <br />V M <br />All services unavailable: <br />Showstopper <br />High <br />The system is unavailable, <br />Cases cannot be processed, <br />Efficiency/Performance/Throughput: System Is <br />Showstopper <br />High <br />functional but does not match the performance <br />criteria. <br />System not performing as specified: <br />Showstopper <br />High <br />Functions are not executing correctly and are <br />stopping cases from being processed. No <br />workaround available. <br />User Error: <br />Training Issue/Questions <br />Low <br />Problem reported by user that was a result of user <br />error or misunderstanding. <br />Isolated workstation failure. <br />Enhancement: <br />Enhancement <br />Low <br />System does not perform the required <br />- 'These will be added to the <br />functionality. Functionality was not within <br />enhancement list and addressed <br />requirements. <br />with CIT as needed. <br />System not performing as specified (workaround <br />Workaround Available <br />_Nfe_ <br />dwrn <br />available), An error is experienced but the <br />Complex workaround <br />problem can be worked around. <br />Decrease system's <br />efficiency/performance/ <br />throughput <br />Decreases user/departments <br />efficleen�n corn]21�etl� <br />-Workaround available <br />Law <br />Easy to implement workaround. <br />No impact on system <br />performance <br />No impact on user/department's <br />effiicien <br />Support Restore Requirements <br />The following table provides a guideline for restoration times In case of a problem: <br />High I Response within 2 hours of contact. <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 />Med 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 I No resolution time designated,. Added to enhancement list or <br />M <br />