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Incident /Request for Service Reporting Procedure <br />All problems, queries or requests for assistance must be made to Licensor at <br />s upport@,coplogic. coin, during regular business hours of service. <br />Licensee must be prepared to leave a contact name, phone number, workstations affected, <br />screenshots, a description of the problem /service and the impact. <br />Licensor's resources will work with the Licensee to diagnose the problem. After investigating <br />the issue, Licensor and the Licensee will jointly categorize the problem into: <br />Type of Problem <br />Licensee Server Hardware Problem <br />Ownership <br />Licensee <br />Desktop Hardware Problem_ `� <br />Licensee <br />Licensee Network Communication <br />Licensee <br />Isolated Workstation Issue <br />Licensee <br />Licensee Database Performance /storage <br />_ <br />Licensee <br />A lication or software related <br />_ <br />Licensor <br />Licensor will deal with problem /incident according to the priority assigned. In the case that a <br />problem cannot be readily resolved, Licensor will attempt to identify a work around. <br />As soon as Licensor corrects an Issue, Licensor shall notify the Licensee that the Issue has been <br />corrected by sending an electronic mail. <br />Coplogic — DORS Schap and Subscription License Agreement (AST 1 L.20.15) 19 <br />25E -21 <br />