Laserfiche WebLink
or a landline telephone in each physical area in which a Server or interface equipment is located <br />to allow the City's team to assist in troubleshooting. <br />(8) Reported software errors will be responded to and resolved in accordance with the Priorities <br />and Response Matrix in Section 9 below. If requested or specified in the response time criteria <br />below, a Consultant representative will return the call in a manner consistent with the priority and <br />order in which the call was received. the City will make every effort to respond to Consultant in <br />a timely fashion when requests are made for follow-up calls or additional documentation on the <br />reported problem. <br />a. If a response is not received, or a resolution is not provided in accordance with the <br />Priorities and Response Matrix, the City may request escalation of the issue in <br />accordance with the Consultant Documentation. <br />(9) Priorities and Support Response Matrix <br />The following priority matrix relates to software errors resulting from the Consultant Software as <br />further defined in this Agreement. Causes related to non -covered causes - such as hardware, <br />network, and third party products - are not included in this priority matrix and are outside the <br />scope of this Agreement. <br />