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Maintenance and Support Guldelines <br />Applicability ................... <br />Term............................ ............................... <br />Description of Technical Support Services .............................. <br />Technical Support Services ................... <br />Help Desk Service,,, ................. ............ <br />Help Desk Call Taking Process ............. <br />Escalation Procedure ............................. <br />Table A: Ticket Priorities and the Service Level Agreement <br />Software Updates Program ................... <br />Product Specialist and Training Services.. <br />Client Responsibilities ............................... <br />Termination .................. ............................... <br />Exclusions to Technical Support Services—, <br />............... ............................... 2 <br />............ ............................... 2 <br />.......................................... ............................... 2 <br />................. ............................... 2 <br />........ ............................... 2 <br />......... ............................... 3 <br />............... ...... I ..... ... I ............. 3 <br />( SLA) ............................................. ............................... 4 <br />.......... .. .................... I .................. 5 <br />........ ............................... 5 <br />.......... ............. 1.., ... ... 5 <br />...................................................... ............................... 7 <br />I. — 1. 11. — I .... ............ , ...,.....,................ 8 <br />