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Exhibit B — Support Guidelines <br />Remote Connectivity <br />1. Technical Support will be performed through a remote connection. <br />2. TriTech recommends a VPN or Citrix's GoToMyPC or GoToAssist for remote <br />connections. TriTech will be moving to Bomgar in the future for remote connections. <br />3. If the client is unable to provide a high speed remote connection, a fee will be incurred <br />based on the additional time required for troubleshooting the support request. <br />Support Hours <br />Technical support phone hours are during the days of Monday through Friday, from 7AM to <br />5:30PM PST. Support is not available during the weekend. All calls should be directed to <br />(800)228-1059 extension 117 or email requests to Omega-Support@TriTech.com. It is TriTech's <br />intent to respond to all technical support requests within the first 24 hours of request during normal <br />business hours. <br />City of Santa Ana Police Department <br />Copyright © 2016 TriTech Software Systems — Confidential & Proprietary <br />Unpublished: Rights reserved under the copyright laws of the United States <br />251-20 <br />System Purchase Agreement <br />IQ Desktop Applications <br />Page 11 of 13 <br />