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<br /> <br />CONFIDENTIAL Cayenta Software and Subscription Agreement 2024-01-11 <br />Page 27 of 41 <br /> <br />Request was created and leading up to the Resolution of the Error. You also have the option <br />of viewing both your open and closed Support Requests via our website. <br />(g) If your issue needs to be escalated to a development resource or programmer for Resolution, <br />your issue will be logged into our development tracking database and you will be provided <br />with a separate ID number to track the progress of the issue. The ID number will remain <br />open until your issue has been completely Resolved. Issues escalated to development will <br />be scheduled for Resolution and may not be Resolved immediately depending on the nature <br />and complexity of the issue. <br />(h) Contact the support department at your convenience for a status update on your <br />development issues, or log onto our website (if available to you) to view your issues on-line. <br />(i) Automated closing of issues: The Organization will be consulted before closing a support <br />issue whenever possible. However, if a ticket is in a customer-action status (ex: “Waiting on <br />Customer”) it may be closed after two weeks of inaction after reasonable attempt by Support <br />to obtain an update. A closed ticket may be re-opened at any time. <br />(j) The online ticket system, currently TeamSupport, is intended for active support issues. Any <br />placeholder or project management type issues (issues not intended for immediate to short <br />term action) will be handled outside of the online ticket system. <br />3.3 Severity Levels <br />In order to assign resources to Support Requests as effectively as possible, Harris has identified three <br />Error severities – Severity 1, Severity 2 and Severity 3. A Severity 1 Error is classified as Critical, <br />Severity 2 is classified as a High, and Severity 3 is classified as Medium/Low. The criteria used to <br />establish guidelines for Support Request are as follows: <br />(a) Severity 1 – Critical <br />• System Down (users have no access to Cayenta production environment) <br />• Inability to process bills/invoices <br />• Program errors without workarounds impacting critical processes <br />• Incorrect calculation errors impacting a majority of records <br />• Aborted postings or error messages preventing data integration and update <br />• Performance issues of severe nature impacting critical processes <br />• Data Security issues <br />• Issues causing critical integrations to completely fail <br />• Applying application patches for critical issues with the application, that do not have a <br />workaround <br /> <br />Note: the existence of a reasonable work-around precludes a Severity 1 or Severity 2 issue <br />in most cases. <br />(b) Severity 2 – High <br />• System errors without manageable workarounds <br />• Core report calculation issues <br />• Calculation errors affecting a minority of records <br />• Error messages preventing data integration and update