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• <br /> ® Attachment f,Proposed aildnirs2 a Support L jig• u ti2 <br /> • <br /> ® Proposed Maintenance and Support Agreement <br /> Please refer to our Service Level Agreement immediately following this page. <br /> ® Support services are provided from our customer support center located at our corporate office in San <br /> • Angelo,Texas.Support hours of operations are Monday through Friday.7:00 am to 7:00 pm Central, <br /> ® excluding holidays. Requests for services may be made to TimeClock Plus by phone,live chat,e-mail,and fax. <br /> Our support technicians will aid in the resolution of support requests in a timely and professional manner. <br /> • We also utilize Virtual On-Site Support.which is a secure web-based remote support option that <br /> enables our support professionals to resolve technical issues online through a GoToAssist portal. <br /> Upon notification of an incident,we issue an incident number,and the incident number will remain <br /> • effective and open until satisfactory resolution of the incident,or three days without client <br /> communication,after which the incident number will be closed. <br /> O <br /> ® Incidents may be escalated to senior technicians and/or to the Special Projects group,the highest <br /> ® level of escalation for support. Users of the Special Projects group have access to network and <br /> programming expert resources,with Special Project tasks monitored by our executive management <br /> ® and department heads. <br /> All customer support technicians go through a rigorous six-week training program in order to provide <br /> 0 the best user experience for our customers.Technicians continue on-the-job training throughout their <br /> ® tenure with TimeClock Plus.Senior technical support staff and specialists typically have two to six years of <br /> experience with TimeClock Plus. <br /> O <br /> • <br /> • <br /> • <br /> v ■ A <br /> ® [On <br /> ® TimeClock Plus° <br /> a better sense of time- <br /> ® <br />