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- Priority _ <br />- -,; Issue Definition <br />- Response Time - <br />Priority 3 - <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />High Priority <br />Software Error not meeting the criteria of a Critical <br />to 800. 987.0911 by the first available <br />or Urgent Priority, has a workaround available, but <br />representative but not longer than 5 minutes after <br />which does negatively impact the User from <br />the initial phone call. <br />performing a common Inform RMS, or Inform <br />TriTech will use commercially reasonable efforts to <br />FBR function, Such errors will be consistent and <br />High Priority issues may also be reported vin <br />reproducible. <br />CH Clicnt5ggViCeSTriaeeCaniloch coot. <br />• Loss of Non - Critical Data (with "Non- <br />High Priority issues ate not managed after Normal <br />Critical" being defined as not causing an <br />Customer Service Hours. <br />error classified as a P I or P2 error (above). <br />• NISRS State reporting issues that cause <br />agency reports to exceed State error <br />submission limits <br />• UCR reporting multiple occurrence of <br />inaccurate data <br />A significant number of Inform RMS, or Inform <br />F13R workstations are negatively impacted by this <br />error (e.g., does not apply to a minimal set of <br />workstations, <br />Priority 4 — <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />Medium Priority <br />Software Error related to a user function which <br />to 800.987.0911 will be answered and managed by <br />does not negatively impact the User by preventing <br />the first available representative but not longer than <br />routine use of the system. This includes system <br />5 minutes after the initial phone call. <br />administrator functions. <br />Medium Priority issues may also be reported via <br />CH,. C71ont4crvice sTria4reCrAtritcc- h.cold, <br />Medium Priority issues arc not managed after <br />Normal Customer Service Hours, <br />Priority 5 — <br />Normal Customer Service Hours Support: <br />Normal Customer Service I- Iours: Telephone calls <br />Low Priority <br />Cosmetlo or Documentation errors, including <br />to 800.987.0911 will be answered and managed by <br />Client technical questions or usability questions <br />the first available representative but not longer than <br />5 minutes after the initial phone call. <br />Low Priority issues may also be reported via <br />Chi, Clicr -�i" ^rvice'Ceia +e C�trit•ch con. <br />Low Pddrity 'issues are not manager after Normal <br />Customer Service Hours. <br />Priority <br />Resolution Process <br />Resolution Time <br />Priority I— <br />TriTech will provide a procedural or configuration <br />TriTech will work eominumsly (Including after <br />Critical Priority <br />workaround or a code correction that allows the <br />horns) to provide the Client with a solution that <br />Client to resume live operations on the production <br />allows the Client to resume live operations oil the <br />system, <br />production system, <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible and not later <br />than 12 hours after notification. <br />Santa Ana System Purchase and Support Agreement — Addendum E <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: flights reserved under the copyright laws of the United States <br />Page 10 of 24 <br />25B -166 <br />