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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 />support @coplogie,com, during regtdar 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 />T e of Problem <br />Licensee Server Hardware Problem <br />_ <br />Deskto Hp ardware Problem <br />Licensee Network Communication <br />VLicensce <br />_ <br />Isolated Workstation Issue <br />Licensee Database Performance/storage <br />_ <br />Application or software related I <br />Licensor <br />Licens or 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 Setup and Subscription License Agreement (AST 11.20.15) 19 <br />