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FOR ON -PREMISE SOFTWARE <br />(1) All Consultant Software Errors reported by the City's personnel shall be resolved as set forth <br />below. The response and resolution plan will be based upon the Service Level Agreement terms <br />specified below by product. The City may elect to downgrade the urgency of the issue if the <br />operational impact is not severe. The City may also request an upgraded response to a lower <br />priority issue if the issue has a significant operation impact by requesting to speak to a <br />supervisor/manager from Consultant's Customer Service Group. <br />(2) If the City determines a Software Error exists, the City shall immediately notify Consultant by <br />telephone, followed by an error report in writing, setting forth the defects noted with specificity <br />requested by Consultant. <br />Note (a): Critical Priority and Urgent Software Errors must be reported via <br />telephone at the number listed in the Support Issues Priority and Response Matrix <br />under section (9) below. If Critical Priority or Urgent Priority Software Errors are <br />not reported via the telephone, the stated response and resolution times will not apply. <br />Note (b): High, Medium, and Lower Priority Software Errors may be reported via email <br />to the address listed in the matrix below, or through Consultant's Support website via the <br />Customer Service portal on Consultant's website. <br />(3) "Normal Customer Service Hours" (Business Hours) are 7:30a.m. through 7:30p.m. (Central), <br />Monday through Friday, excluding Consultant holidays. <br />(4) The main support line will be answered by Consultant's Customer Service Department, or <br />Consultant's answering service, depending on the time/day of the call. During Normal Customer <br />Service Hours, a Customer Service Representative will directly answer the support telephone call. <br />If a Customer Service Representative is not available to answer your call during Normal Customer <br />Service Hours, the call will automatically be routed to the Consultant operator. If all Customer <br />Service Representatives are busy, the operator will offer the option to leave a message, or in the <br />case of a Critical Priority problem, as described below, locate a Customer Service Representative. <br />(5) Following Normal Customer Service Hours, the call will be automatically routed to <br />Consultant's answering service. Any calls routed to the answering service will be escalated to an <br />on-call Customer Service Representative on-call for prompt follow-up and resolution, if required. <br />(6) During Normal Customer Service Hours, each issue will be assigned a ticket number. This <br />number should be used for all subsequent inquiries relating to the original reported issue. Problems <br />reported after Normal Customer Service Hours will be logged and assigned an issue number the <br />next business day. Enhancement requests should be emailed to support@tritech.com. <br />(7) Consultant has approved Bomgar as the sole primary form of support connectivity for <br />Consultant's software applications. Bormgar provides for passwords, advanced authentication, <br />encryption and logging that meet or exceed FBI CJIS standards. The data is stored in a secure <br />technology facility meeting FBI standards. The City has access to log information through the <br />Consultant support ticket management system the City portal on Consultant's website. Backup <br />support connectivity is also required. The City will ensure there is either reliable cellular coverage <br />