Laserfiche WebLink
<br />Initials _____________ Page 11 of 31 <br /> <br /> <br />6.1.3 INCLUDED SUPPORT <br /> <br />Support services include the detection and correction of software errors and the implementation <br />of all PbK program changes, updates, and upgrades. Karpel Solutions shall respond to the inquiries <br />regarding the use and functionality of the solution as issues are encountered by Authorized Users. <br />Support to users will be provided through the remote support tool installed on the end user’s <br />computer. This tool was installed at the time of go-live allowing Karpel to provide the needed <br />support to meet the service level agreement. If this access is not allowed support will be delayed <br />and the service level agreement (severity levels) are no longer in place. <br /> <br />6.1.4 RESPONSE TIMES <br /> <br />Karpel Solutions shall be responsive and timely to technical support calls/inquires made by the <br />Client. The Client will first make support inquires through their qualified system administrators to <br />assure the policies and business practices of the Client are enforced prior to contacting Karpel <br />Solutions. The timeliness of the response is dependent upon the severity of the issue/support <br />problem, as defined below: <br />The severity* of the issue/support problem shall determine the average problem resolution <br />response time in any calendar month of the contract as follows: <br /> <br />*If the remote support tool is not installed or available, all issues will fall into the general assistance and the severity <br />levels are no longer applicable. <br />Severity Level 1 shall be defined as urgent situations, when the Client’s production system is down <br />and the Client is unable to use PbK, Karpel Solutions’ technical support staff shall accept the <br />Client’s call for assistance at the time the Client places the initial call; however, if such staff is not <br />immediately available, Karpel Solutions shall return the customer’s call within one (1) business <br />hour. Karpel Solutions shall resolve Severity Level 1 problems as quickly as possible, which on <br />average should not exceed two (2) business days, unless otherwise authorized in writing by the <br />Client. <br />Severity Level 2 shall be defined as critical software system component(s) that has significant <br />outages and/or failure precluding its successful operation, and possibly endangering the <br />customer’s environment. PbK may operate but is severely restricted. Karpel Solutions’ technical <br />support staff shall accept the customer’s call for assistance at the time the customer places the <br />initial call; however, if such staff is not immediately available, Karpel Solutions shall return the <br />Client’s call within four (4) business hours. Karpel Solutions shall resolve Severity Level 2 problems <br />as quickly as possible, which on average should not exceed three (3) business days, unless <br />otherwise authorized in writing by the customer. <br />Severity Level 3 shall be defined as a minor problem that exists with PbK but the majority of the <br />functions are still usable and some circumvention may be required to provide service. Karpel <br />Solutions’ technical support staff shall accept the Client’s call for assistance at the time the <br />customer places the initial call; however, if such staff is not immediately available, Karpel <br />Solutions shall return the Client’s call on average no later than the next business day. Karpel <br />Solutions shall resolve Severity Level 3 problems as quickly as possible, which should not exceed <br />the next available release of software, unless otherwise authorized in writing by the Client.