MILLER MENDEL, INC. 2 - 2016 - Laserfiche WebLink

Home Browse Search

INC. PROPRIETARY AND CONE IDENTIAL Applying such service credits as are due pursuant to this Service Level Agreement under Section 3.4. • Provide support in accordance with this SLA to the Agency Admin Users. MMI will be obligated to provide support to Applicants and Authorized Users only when the Agency Admin Users have reasonably attempted to resolve the reported issue(s) and was unsuccessful at doing so. 2.4 Service Assumptions. Assumptions related to in -scope services and/or components include: • Changes to services will be communicated to Client via electronic communication (email or web feature). 3. Service Management. Effective support of in -scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in -scope services (set forth in Section 2.1 of this SLA) and related components: 3.1 Scheduled Maintenance. The System maybe unavailable for planned maintenance from 2300 to 0300, daily, Pacific Standard Time. In rare cases, the planned maintenance may begin at 2200 and last until the following day at 0400. MMI will make every effort to keep the maintenance periods which affect service to a minimum. 3.2 Support Availability. Coverage parameters specific to the service covered in this SLA are as follows: (i) Telephone support: (1) MMI's normal telephone support hours are 9:OOAM through 5:OOPM, Monday through Friday, excluding holidays, Pacific Standard Time. (2) It will not be considered a breach of this SLA if telephone support goes unanswered, and MMI returns the call within 24 hours. (3) Telephone support also excludes any period where landline and/or cellular service is unavailable due to service outage of MMI's provider(s) of such service. (4) Client will be provided a mobile number for customer support for the hours outside of those listed above, if the main number provided to Client doesn't automatically forward to an afterhours number. MMI will make every effort to respond to customer service requests outside of the hours listed above, within a reasonable timeframe. (5) If no answer from MMI on first call, Client will leave a voicemail or email MMI so MMI can contact Client as soon as possible. (ii) Email support: (1) MMI's normal Email support hours are 9:OOAM through 5:OOPM, Monday through Friday, excluding holidays, Pacific Standard Time. (2) It will not be considered a breach of this SLA if email support goes unanswered, and MMI responds to the email within 24 hours. (3) Email support also excludes any period where email service is unavailable either due to email service outage by MMI's provider(s) of such service or service is unavailable due to travel or similar event. (4) Client will be provided an email address and after hours number for Client's assigned support representative for the hours outside of those listed above. An after hours phone number will be provided only when the main number provided to Client doesn't automatically forward. It will not be considered a breach of this SLA if Client service requests go unanswered outside the regular business hours listed above. 3.3 Outages. MMI is not responsible, and it will not be considered a breach of this SLA, if any part of the eSOPH System or Service becomes unavailable or functions incorrectly as a result of any aspect outside of the control of MMI, including, without limitation, problems (to the extent not caused by MMI) with MMI's service providers used to assist in the provision and delivery of the eSOPH System and related Service(s), natural disasters, denial of service attacks, acts of terrorism, labor strikes, or the like. MASTER SOFTWARE LICENSE & SERVICES AGREEMENT PAGE 15 OF 17 Version: August 27, 2015—Santa Ana PD Only