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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.7.2 CASE ESCALATION <br />Tiburon shall provide regular status updates to designated Client contact until the issue is resolved. <br />Tiburon will document appropriate items, which may include root cause analysis, customer impacts, <br />countermeasures and resolution. Failure to meet the stated resolution times will result in the escalation of <br />these calls. Escalation path is as follows: <br />• Client Liaison <br />• Director, Client Service & Support —Tiburon Group <br />• Vice President / General Manager — Tiburon Group <br />• COO — TriTech Software Systems <br />• CEO — TriTech Software Systems <br />4.7.3 CASE CLOSURE <br />The CSC staff will work with Clients to validate TSR resolution prior to closure. Once an issue has been <br />validated by the Client, Tiburon will confirm and close the case. <br />If after 30 calendar days there has been no communication from the Client advising that the issue has <br />not been resolved, the CSC staff will close the case. <br />Tiburon, Inc. July 1, 2015 Page 24 <br />A TriTech Software Systems Company <br />