25B - AGMT - PD SOFTWARE SYS - Laserfiche WebLink

Home Browse Search

Priority Issr>.e Definition _ Response Time Priority 3 - Normal Customer Service Hours Support: A Normal Customer Service hours: Telephone calls High Priority Software Error not meeting the criteria of a Critical to 800. 987.0911 by the first available or Urgent Priority, has a workaround available, but representative but not longer than 5 minutes after which does negatively impact the User from the initial phone call. entering incoming calls for service and /or TriTech will use commercially reasonable efforts to dispatching emergency units. Such errors will be High Priority issues may also be reported via consistent and reproducible, lflpi7ort @tritech.com. Priority 2— A significant number of Inform CAD or Inform High Priority Issues no not managed after Normal Urgent Priority Mobile workstations are negatively impacted by Customer Service Hours. this error (e.g., does not apply to a minimal set of allows the Client to resume normal operations on the workstations). production system. Priority 4 — Normal Customer Service Hours Support A Normal Customer Service Hours: Telephone calls Medium Priority Software Error related to a user function which to 800. 987.0911 wilt be answered and managed by does not negatively impact the User from entering the first available representative. but not longer than incoming calls for service and/or dispatch 5 minutes after the initial phone call. emergency units. This includes system administrator functions. Medium Priority issues may also be reported via st�porr @Iritk1"� ',5 cwt». Medium Priority issues are not managed after Normal Customer Service Hours. Priority 5 — Normal Customer Service Hours Support: Normal Customer Service Hours: Telephone calls Low Priority Cosmetic or Documeutation errors, including to 800, 987.091 twill be answered and manager) by Client technical questions or usability questions the first available representative but not longer than 5 minutes after the initial phone call Low Priority issues may also be reported via ,qLlppott@tritceh.com. Low Priority issues are not managed after Normal Customer Service Hours, Priority Resolution Process - Resolution Time Priority 1— TriTech will provide a procedural or configuration TriTech will work continuously (including after Critical Priority woricaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume live operations on the production allows the Client to resume live operations on the system, production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 12 hours after notification. Priority 2— TriTech will provide a procedural or configuration TriTech will work continuously (including after Urgent Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume normal operations on the allows the Client to resume normal operations on the production system, production system. TYiTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 36 hours after notification. Santa Ana System Purchase and Support Agreement— Addendum E Copyright © 20'15 TriTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Pnge 6 of 24 25B -162