Laserfiche WebLink
<br />Confidential and Proprietary - Univerus Inc. Page 25 of 26 <br /> <br />We will do our best to provide you with adequate time to evaluate the resolution. However, we will then close a ticket if <br />we do not receive any feedback for an extended period of time. You will always be notified of a pending or actual call <br />closure. You will have the option of re-opening the ticket if needed. <br /> <br />Once your call has been closed, you will receive an automated notification by email that your call has been closed. This <br />email will contain the entire event history of the call from the time the call was created and leading up to the resolution of <br />the call. You also have the option of viewing both your open and closed calls, if available to you, via our website. <br /> <br />If your issue needs to be escalated to a development resource or programmer for resolution, your issue will be forwarded <br />to our development team. Your support call will remain open until our development team provides a response. If a <br />development item opens, you will be provided with a development tracking number upon request. Issues escalated to <br />development will be scheduled for resolution and may not be resolved immediately depending on the nature and <br />complexity of the issue. <br /> <br />You may contact the support department at your convenience for a status update on your development issues, or log onto <br />our website to view your issues online. <br /> <br /> <br />Response Times <br />Response times will vary and are dependent on the priority of the call. We do our best to ensure that we deal with <br />incoming calls in the order that they are received, however, calls will be escalated based on the urgency of the issue <br />reported. If a support call is logged during standard operating hours, our response times are as follows: <br /> <br />Priority Initial Response Time* R&D Response Time from Escalation Update Frequency <br />1 Within 4 hours Same day Every 2 business days <br />2 Within 8 hours Within one week Every 5 business days <br />3 Within 24 hours Within 3 weeks Every 10 business days <br />*During Business Hours <br />Example: <br />- P1 Support Call received Monday January 2 at 10 am >> Support Analyst responds Monday January 2 by noon >> Support Analyst <br />sends update Monday January 2. <br />- P1 Support Call received Monday January 2 at 9 PM >> Support Analyst responds Tuesday January 3 b y noon >> Support Analyst sends <br />update Tuesday January 3. <br />Escalation Process <br />We strive to provide a satisfying and positive support experience. However, if at any time you are not completely satisfied <br />with the resolution of your issue, you are encouraged to escalate within Support Services, as follows: <br /> <br />Level 1: Support Analyst <br />Level 2: General Manager – Mais Software <br />