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<br /> '. <br /> . <br /> 5.3 If a support person is not available when the initial call is placed, what is the -- <br /> guaranteed call-back response time? <br /> . <br /> . <br /> 5.4 Is all of the equipment and software covered by the proposed maintenance and . <br /> support agreements? If not, which products are not included? <br /> . <br /> . <br /> . <br /> fjI <br /> I <br /> . <br /> . <br /> . <br /> . <br /> I <br /> . <br /> -- <br /> 18 . <br /> -- <br />