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CrimeView Desktop, FireView Desktop <br />Priority <br />Issue Definition - <br />Response Time <br />Priority 1 — <br />There are no Critical Priorities for <br />Not applicable. <br />Critical Priority <br />CrimeView/FireView Desktop. <br />Priority 2 — <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />Urgent Priority <br />serious issue with no workaround that severely <br />to 800. 987.0911 will be immediately answered <br />impacts the ability of the system to process the <br />and managed by the first available representative <br />data. <br />but not longer than 5 minutes. <br />• The import Wizard continuous crashes <br />Urgent Priority issues are not managed after <br />upon trying to open it. <br />Normal Customer Service Hours. <br />A significant number of the CrimeView Desktop <br />or FireView Desktop workstations are negatively <br />Priority 2 issues must be called in via 800. <br />impacted by this issue (e.g., does not apply to a <br />987.0911 in order to receive this level of response. <br />minimal set of CrimeView Desktop or FireView <br />Desktop workstations). This issue is defined in <br />more detail in Special Note #1, below. <br />Priority 3 - <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />High Priority <br />Software Error not meeting the criteria of an <br />to 800. 987.0911 by the first available <br />Urgent Priority, has a workaround available, but <br />representative. <br />which does negatively impact the User from <br />performing a common CrimeView Desktop or <br />High Priority issues may also be reported via <br />FireView Desktop function. Such errors will be <br />omega-sunoort(riltritech coin <br />consistent and reproducible. <br />• Recent data is not available <br />High Priority issues are not managed after Normal <br />Error message in the Crystal Report <br />Customer Service Hours. <br />• Diagnosis of TriTech Desktop software <br />issues and errors <br />Diagnosis of Configuration issues <br />A significant number of CrimeView Desktop or <br />FireView Desktop workstations are negatively <br />impacted by this error (e.g., does not apply to a <br />minimal set of workstations). <br />Priority 4 — <br />Normal Customer Service Hours Support: A <br />Normal Customer Service Hours: Telephone calls <br />Medium Priority <br />Software Error related to a user function which <br />to 800. 987.0911 will be answered and managed <br />does not negatively impact the User by preventing <br />by the first available representative. <br />routine use of the system. This includes system <br />administrator functions. <br />Medium Priority issues may also be reported via <br />• Annual updates <br />omega-sunnortna tritech com. <br />• Ceocoding issue <br />Medium Priority issues are not managed after <br />• Licensing <br />Normal Customer Service Hours. <br />• Assistance with the setup of TriTech <br />Desktop on a new server and/or user's <br />computer <br />• TriTech software updates <br />These are defined in more detail in Special Note <br />#2, below. <br />