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<br />Escalation <br />Cases will be escalated according to the severity of the issue reported. A case will spend no more then the allotted time (based on <br /> <br />Page 5 of7 <br /> <br />severity) at each level. <br />Level/Severity Critical Medium Low <br />Tier 1 2 hours 8 hours 16 hours <br />Tier 2 2 hours 8 hours 16 hours <br />Tier 3 2 hours 8 hours 16 hours <br /> <br />If tiers 1 through 3 are unable to resolve the issue then the problem will be escalated to Wygant and a case number will be given, At <br />this time BEAR PAW will work with Wygant until the issue is resolved. At times, cases will need to be escalated to Wygant's R&D <br />which may take a few days. <br /> <br />Definitions and Requirements <br /> <br />SelVice Priorities <br /> <br />Priority 1 - Major Failures, as defined below, <br /> <br />Response Cateqorv Normal Response Times <br />Availability (24x7) hours Call handling <br /> Standard 9:00 a.m. - 5:00 p.m, Local Time, Monday <br /> through Friday Dispatch. <br />Call Back Response Time (30) minutes after receipt of call from Customer's <br /> authorized representative <br />On-Site Response Time (4) Hours <br /> <br />Priority 2 - Product Anomalies, as defined below <br /> <br />Response Cateqory Normal Response Times <br />Availability (24x7) hours Call handling <br /> Standard 9:00 a.m, - 5:00 p.m. Local Time, Monday <br /> through Friday Dispatch. <br />Call Back Response Time (2) hours after receipt of call from Customer's <br /> authorized representative <br />On-Site Response Time (24) hours <br /> <br />SIB <br />