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'PriorityIssue <br />Definition <br />. _ <br />Response Time <br />Priority 5 — <br />Normal Customer Service Hours Support: <br />Normal Customer Service Hours: Telephone calls <br />Low Priority <br />Cosmetic or Documentation errors, including the <br />to 800. 987.0911 will be answered and managed <br />Priority 2 — <br />City technical questions or usability questions <br />by the first available representative but not longer <br />Urgent Priority <br />workaround that allows the City to resume normal <br />than 5 minutes after the initial phone call. <br />• Provision of the current TriTech <br />operations on the import system within 48 hours of <br />Desktop tutorial (digital format) <br />Low Priority issues may also be reported via <br />Priority 3 - <br />TriTech will provide a procedural or configuration <br />omega-sunnort(a,tritech.com. <br />High Priority <br />workaround that allows the City to resolve the <br />Low Priority issues are not managed after Normal <br />problem. <br />Customer Service Hours. <br />Priority <br />ResolutionProcess <br />Resolution Time <br />Priority 1— <br />No Critical Priority for CrimeView/FireView <br />Not applicable. <br />Critical Priority <br />Desktop <br />Priority 2 — <br />TriTech will provide a procedural or configuration <br />TriTech will work to provide the City with a <br />Urgent Priority <br />workaround that allows the City to resume normal <br />solution that allows the City to resume normal <br />operations on the import system. <br />operations on the import system within 48 hours of <br />the call being received. <br />Priority 3 - <br />TriTech will provide a procedural or configuration <br />TriTech will work to provide the City with a <br />High Priority <br />workaround that allows the City to resolve the <br />resolution which may include a workaround within <br />problem. <br />a timeframe that takes into consideration the impact <br />of the issue on the City and TriTech's User base. <br />Priority 4 — <br />TriTech will provide a procedural or configuration <br />TriTech will work to provide the City with a <br />Medium Priority <br />workaround that allows the City to resolve the <br />resolution which may include a workaround. <br />problem. <br />Priority 4 issues have no guaranteed resolution <br />time. <br />Priority 5 — <br />Low Priority issues are logged by TriTech and <br />There is no guaranteed resolution time for Low <br />Low Priority <br />addressed at the company's discretion according to <br />Priority issues. <br />TriTech's roadmap planning process. <br />Special Note #1: Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: <br />1. CrimeView/FireView Desktop <br />a. The Import Wizard continuously crashes when accessing the Import Wizard extension within ArcCatalog. <br />This does not include ArcCatalog crashing on its own. <br />Special Note #2: Priority 4— Medium Priority issues <br />1. Annual Updates <br />a. Clients are entitled to two (2) saved query updates annually. <br />i. The saved query updates are limited to the saved query groups included within the original <br />application configuration and based on the original source field. Adding a new saved query <br />group(s) or changing the source field will incur an additional cost. <br />b. Saved query updates are by client request when new query values are made available <br />2. Geocoding issue <br />a. Individual records are not geocoding, this does not include creating new address locators to the profile <br />3. The software updates includes compatibility with ArcGIS releases but will not be compatible with ArcGIS Desktop <br />10.5 and beyond due to technical limitation <br />