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EXHIBIT B <br />SOFTWARE ERROR CORRECTION <br />GUIDELINES AND PROCEDURES <br />(1) All TriTech Software Errors reported by Client's personnel shall be resolved as set forth <br />below. The response and resolution plan will be based upon the Priorities and Response Matrix <br />terms specified below by product. The Client may elect to downgrade the urgency of the issue if <br />the operational impact is not severe. The Client may also request an upgraded response to a lower <br />priority issue if the issue has a significant operation impact by requesting to speak to a <br />supervisor /manager from TriTech's Customer Service Group. <br />All TriTech Software Errors reported by Client shall be resolved as set forth below. The <br />response time will be based upon the priority assigned by Client in accordance with the <br />Priorities and Response Matrix. Resolution of reported Software Errors not specifically defined <br />in the Priorities and Response Matrix will be based upon the priority jointly agreed upon by <br />TriTech and Client based on the operational impact to Client's business operations. <br />(2) If Client determines a Software Error exists, Client shall immediately notify TriTech by <br />telephone, followed by an error report in writing, setting forth the defects noted with specificity <br />requested by TriTech. <br />Note (a): Critical Priority and Urgent Software Errors must be reported via <br />telephone at the number listed in the Support Issues Priority and Response Matrix <br />under section (9) below. If Critical Priority or Urgent Priority Software Errors are <br />not reported via the telephone, the stated response and resolution times will not apply. <br />Note (b): Fligh, Medium, and Lower Priority Software Errors may be reported via email <br />to the address listed in the matrix below, or through TriTech's Support website via the <br />Customer Service portal on TriTech's website. <br />(3) "Normal Customer Service Hours" (Business Hours) are 7:30 a.m. through 7:30 p.m. (Central), <br />Monday through Friday, excluding TriTech holidays. <br />(4) The main support line will be answered by TriTech's Customer Service Department, or <br />TriTech's answering service, depending on the time /day of the call. During Normal Customer <br />Service Hours, a Customer Service Representative will directly answer the support telephone call. <br />If a Customer Service Representative is not available to answer your call during Normal Customer <br />Service Hours, the call will automatically be routed to the TriTech operator. If all Customer <br />Service Representatives are busy, the operator will offer the option to leave a message, or in the <br />case of a Critical Priority problem, as described below, locate a Customer Service Representative. <br />(5) Following Normal Customer Service Hours, the call will be automatically routed to <br />TriTech's answering service. Any calls routed to the answering service will be escalated to an on- <br />call Customer Service Representative on -call for prompt follow -tip and resolution, if required. <br />Santa Ana System Purchase and Support Agreement — Addendum E <br />Copyright © 2015 TriTcch Software Systems <br />Unpublished; Rights reserved under the copyright laws of the United States <br />Page I of 24 <br />25B -157 <br />