Laserfiche WebLink
Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.3 TSR PRIORITIES <br />When submitting a TSR, Tiburon asks that Clients use the priority definitions below. <br />4.3.1 CAD, MOBILE, STATE INTERFACE, CRITICAL CAD <br />INTERFACES <br />4.3.1.1 RESPONSE TrnE, SLAB <br />Priority <br />- Issue Definition - <br />Response Time <br />Priority 1- <br />24x7 Support for live operations an the <br />Normal Customer Service Hours (8:00 am - <br />Critical Priority <br />production system: A system down event <br />5:30 pm in the customer's time zone): <br />which severely impacts the ability of Users to <br />Telephone calls to 877.445.2110 will be <br />dispatch emergency units, This is defined as <br />immediately answered and assigned to the <br />the following:, <br />designated representative within 10 minutes <br />or receipt of call. <br />• CAD, Mobile, State Interface or critical CAD <br />Interfaces are down as further defined in <br />After Normal Customer Service Hours: Thirty <br />the Special Note ##1 below, <br />(30) minute callback after Customer telephone <br />• Critical servers inoperative, as listed in <br />contact to 877.445.2110. <br />Special Note 41. <br />• Complete interruption of call taking <br />Priority 1 issues must be called in via <br />and /or dispatch operations. <br />877.445,2110 in order to receive this level of <br />• Loss of transactional data & transactional <br />response. <br />data corruption <br />This means one or more critical server <br />components are non - functional disabling CAD, <br />or Mobile workstations. These Software Errors <br />are defined in Special Note #Z, below. <br />Priority 2- <br />24x7 Support for live operations on the <br />Normal Customer Service Hours (8:00 am - <br />Urgent Priority <br />production system: A serious Software Error <br />5:30 pm in the customer's time zone): <br />with no workaround, not meeting the criteria <br />Telephone calls to 877.445.2110 will be <br />of a Critical Priority, but which severely <br />answered and assigned to the designated <br />impacts the ability of Users to enter incoming <br />representative within 30 minutes of receipt of <br />calls for service and /or dispatch emergency <br />call. <br />units, Such errors will be consistent and <br />reproducible. <br />After Normal Customer Service Hours: Sixty <br />(60) minute callback after customer telephone <br />A significant number of the CAD or Mobile <br />contact to 877,445.2110, <br />workstations are negatively impacted by this <br />error (e.g., does not apply to a minimal set of <br />Priority 2 issues must be called in via <br />CAI) or Mobile workstations). These Software <br />877.445.2110 in order to receive this level of <br />Errors are defined in more detail in Special <br />response. <br />Note 02, below. <br />Tiburon, Inc. July 1, 2015 Page 10 <br />A TriTech Software Systems Company <br />25C -25 <br />