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SUPPORT AND MAINTENANCE FOR HOSTED CUSTOMERS <br />The following supplies and services are included in Support and Maintenance: <br />• Installation of new Software releases <br />• Monitoring of connectivity and critical functionality at all times (24hr x 365 days /year) <br />by skilled personnel using an extensive series of automated probes from multiple <br />locations <br />• Response to site- down/critical issues within one hour, with reasonable efforts to advise <br />your organization of the current status and expected resolution time <br />• Service agreements between Active and critical vendors essential to the continuing <br />successful operation of the hosted environment <br />• Scheduled maintenance to increase performance, fix defects or update applications, with <br />reasonable efforts to notify your organization of scheduled maintenance times and <br />potential impacts to service <br />Urgent maintenance (done to correct network, hardware or Software issues that are likely <br />to cause significant service disruption and that require immediate action), which may <br />temporarily degrade service or cause outages. Active may undertake urgent maintenance <br />at any time deemed necessary and shall provide status updates to your organization as <br />soon as possible. <br />