12-09-13-R - Laserfiche WebLink

Home Browse Search

Priority Issue Definition Response Time Priority 3 - Normal Customer Services Hours Support: A Normal Customer Services Hours: Telephone High Priority Software Error not meeting the criteria of a calls to 800. 987.0911 by the first available Critical or Urgent Priority, has a workaround representative but not longer than 5 minutes after available, but which does negatively impact the the initial phone call. User from entering incoming calls for service and/or dispatching emergency units. Such errors After Normal Customer Services Hours: This will be consistent and reproducible. priority of issue is not managed after hours. A significant number of Inform CAD or Inform Mobile workstations are negatively impacted by this error (e.g., does not apply to a minimal set of workstations). Priority 4 Normal Customer Services Hours Support: A Normal Customer Services Hours: Telephone Medium Priority Software Error related to a user function which calls to 800. 987.0911 will be answered and does not negatively impact the User from entering managed by the first available representative but incoming calls for service and/or dispatch not longer than 5 minutes after the initial phone emergency units. This includes system call. administrator functions. After Normal Customer Services Hours: This priority of issue is not managed after Hours. Priority 5 Normal Customer Services Support: Cosmetic or Normal Customer Services Hours: Telephone Low Priority Documentation errors, including Client technical calls to 800. 987.0911will be answered and questions or usability questions. managed by the first available representative but not longer than 5 minutes after the initial phone call After Normal Customer Services Hours: This priority of issue is not managed after hours. Priority Resolution Process Resolution Time Priority 1 TriTech will provide a procedural or configuration TriTech will work continuously (including after Critical Priority workaround or a code correction that allows the hours) to provide the Client with a solution that Client to resume live operations on the production allows the Client to resume live operations on the system. production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 12 hours after notification. Priority 2 TriTech will provide a procedural or configuration TriTech will use commercially reasonable efforts to Urgent Priority workaround or a code correction that allows the resolve the issue as soon as possible and not later Client to resume normal operations on the than 36 hours after notification. production system. Priority 3 - TriTech will provide a procedural or configuration TriTech will work to provide the Client with a High Priority workaround that allows the Client to resolve the resolution which may include a workaround or problem. code correction within a timeframe that takes into consideration the impact of the issue on the Client 3 issues have priority scheduling in a subsequent release. Priority 4 If TriTech determines that a reported Medium TriTech will work to provide the Client with a Medium Priority Priority error requires a code correction, such resolution which may include a workaround or issues will be addressed in a subsequent release code correction in a future release of the software. when applicable. Priority 4 issues have no guaranteed resolution time. CAD and Mobile Data Agreement Ramsey County and User Members Page 45 of 48