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This matrix defines the support issues, response times and resolutions for the City's licensed IQ <br />software application. <br />Note: Normal Customer Service Hours are 7:30am to 7:30pm (Central Time) on weekdays excluding holidays. Support <br />after Normal Customer Service Hours is offered weekends, nights and holidays for Critical Priority issues only. Critical <br />Priority (Priority 1) issues should always be reported via telephone at 800-987-0911. <br />Software Errors for other than Critical Priority may be reported via the web portal: TriTech.com; or email: <br />CH ClientServicesTriaeeAtritech com. For IQ CrimeView Dashboard, IQ FireView Dashboard, IQ CrimeMapping.com; IQ <br />NEARme: omega-sumoort(7a tritech com. <br />Priority <br />Priority Definition <br />Response Times <br />Priority 1 — <br />IQ Search and IQ Analytics. 24X7 <br />Normal Customer Service Hours: Telephone calls to <br />Critical Priority <br />Support for live operations on the <br />800.987.0911 will be answered immediately and <br />production system. This is defined as the <br />managed by the first available representative but not <br />following: <br />longer than 5 minutes. <br />• The applicable IQ server is <br />down and all workstations <br />After Normal Customer Service Hours: Thirty (30) <br />will not launch or function; <br />minute callback after client telephone contact to <br />the City is experiencing <br />800.987.0911. <br />complete interruption of <br />ability to do perform queries. <br />Priority I issues must be called in via 800.987.0911 <br />• The applicable IQ system is <br />to receive this level of response. <br />inoperable due to data loss <br />or corruption caused by <br />TriTech Software <br />There are no Priority 1 issues for: <br />IQ CrimeView Dashboard <br />This means that one or more TriTech <br />IQ FireView Dashboard <br />server components are down or <br />IQ CrimeMapping.com <br />inaccessible, disabling all usability of the <br />IQ NEARme <br />City's IQ workstations <br />These Software Errors are defined in <br />S ecial Note #1, below. <br />Priority 2 — <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone calls to <br />Urgent Priority <br />Support: A serious software error with <br />800.987.0911 will be answered and managed by the <br />no workaround and not meeting the <br />first available representative but not longer than 5 <br />criteria of a Critical Priority, but which <br />minutes. <br />severely impacts the ability of Users <br />from performing a common function. <br />Priority 2 issues for IQ Search, IQ Analytics, IQ <br />Such errors will be consistent and <br />CrimeView Dashboard, IQ FireView Dashboard, IQ <br />reproducible. <br />CrimeMapping.com, and IQ NEARme are not <br />managed after Normal Customer Service Hours. <br />Generally, this means that a significant <br />number of the system IQ workstations <br />Customer Service Number 800.228.1059 for: <br />are negatively impacted by this error (e.g. <br />IQ CrimeView Dashboard <br />does not apply to a minimal set of IQ <br />IQ FireView Dashboard <br />workstations). These Software Errors are <br />IQ CrimeMapping.com <br />defined in Special Note #2, below. <br />IQ NEARme <br />