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<br /> <br />Rev. 06022016 12 of 13 <br />Priority Criteria <br />Urgent <br />Extremely <br />Severe <br />Business <br />Impact <br />Issue results in broad disruption or degradation of production <br />environment services (not caused by the Customer’s hardware or <br />environment) causing a severe business impact to the Customer, <br />and for which no acceptable workaround exists, including where: <br />· A core business function is prevented from being carried out; or <br />· An issue results in a disruption or degradation for multiple core <br />business functions that affect one or more of the Customer’s <br />business groups. <br /> <br /> <br /> <br /> <br />High <br />Serious <br />Business <br />Impact <br />An error or Software issue related to a core system or business <br />function that causes a serious business impact to the Customer by <br />impeding the normal intended use of the software but allowing <br />processing to continue in a restricted manner, and for which there is <br />no known system workaround. <br />Normal <br />Moderate <br />Business <br />Impact <br />A software operational error related to a core system or business <br />function that causes a moderate to low business impact to the <br />Customer but does not cause a serious impediment to the normal <br />intended use of the software, and for which a system workaround <br />may exist; or questions about how to use the application. <br />Low <br />Little or No <br />Business <br />Impact <br />System functionality is largely correct except for minor, display or <br />cosmetic errors with non-core functions of the software that causes <br />little or no business impact to the Customer. Includes requests for <br />documentation changes or corrections. <br /> <br />b. Response Time. will respond as quickly as possible to each request, but <br />uses the response time targets for Average First Reply Time, during the defined <br />hours of operation, provided in the table below. First Reply Time is defined as the <br />time it takes a Customer Care Agent to respond to Customer’s request <br />for assistance. <br /> <br /> Average First Reply <br />Time Target <br />Average Resolution Time Target <br />Urgent 1 hour As soon as possible, but no more than 24 hours <br />High 8 business hours 48 hours (not including development or release time) <br />Normal 2 business days 5 business days (not including development or <br />release time) <br />Low 2 business days Mutually agreed time or Scheduled for future <br />release <br /> <br />c. Resolution Time. Resolution time will vary depending on the severity and complexity <br />of the reported problem. Resolution time is defined as the time it takes <br />to sufficiently remedy the problem or return the system to operational status. <br />Resolution may mean that a temporary fix has been provided to correct a problem <br />until a permanent solution can be delivered. Average Resolution Time targets are