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<br />Priority 3 - Low Priority <br /> <br />Page 6 of 7 <br /> <br />Response Cateoory 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 (48) hours <br /> <br />Priority 4 - System Inquiry <br /> <br />Response Cateoorv 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 (24) Hours after receipt of call from Customer's <br /> authorized representative <br />On-Site Response Time (48) hours <br /> <br />Problem Types <br /> <br />Major Failure - Any failure of Equipment, Software or communications to the Products which results in loss of <br />recording channels or data, or if allowed to persist will result in such recording loss. <br /> <br />Major Problem - Any problem resulting in loss of ability to retrieve calls or loss of replay functionality for two <br />or more workstations. <br /> <br />Product Anomaly - Any problem affecting one or more workstations which does not result in a loss of <br />recording or replay but nevertheless results in diminished Product response or performance, for example if an <br />administrator loses the ability to add or delete users. <br /> <br />Low Priority - Product Performance not diminished <br /> <br />System Inquiry - Request for information <br /> <br />Planned Intervention - Any scheduled upgrade or routine maintenance for which shutdown may be required. <br /> <br />S\B <br />