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.,''Clever Devices <br /> Software Error Clever Devices shall be responsible for using all reasonable diligence to correct <br /> and Defect verifiable and reproducible errors when reported to Clever Devices in accordance <br /> Corrections: with its standard reporting procedures. Reported defects will be reviewed by Clever <br /> Devices. Reported defects are defined as: <br /> • *Defect: To be corrected by the next maintenance release. Deployment labor will not <br /> be charged to correct any defects, including bugs fixes. <br /> • Enhancement: Desirable enhancement which will be reviewed for inclusion in the next <br /> maintenance release. <br /> Error and release testing will be performed at Clever Devices' offices. Reported errors will be tested on a <br /> test platform in a controlled environment. If applicable, City of Everett will supply Clever Devices with a <br /> copy of the most current database associated with software version for which errors have been reported. <br /> 4.4 TECHNICAL SUPPORT <br /> For all Clever Devices' products covered under warranty or by a current, valid Maintenance Agreement, <br /> Clever Devices' service organization provides technical support 24 hours a day, 7 days a week, 365 days a <br /> year. Regular business hours are Monday through Friday,8:30am to 5:30pm Eastern Time. All other times <br /> are considered "after-hours". Clever Devices will escalate issues to third-party vendors for Clever Devices' <br /> Products running third-party application software. <br /> 4.4.1 ISSUE REPORTING <br /> City of Everett is responsible for reporting all discovered issues to Clever Devices' Technical Support <br /> Department. Once Clever Devices is contacted by phone or email, a Technical Support Representative and <br /> the Technical Supervisor are notified; if necessary, the Vice President, Service and OEM is also notified. <br /> Clever Devices routinely provides agencies two methods for requesting technical support: using a toll-free <br /> number or email to our Technical Support service. Contacts for Clever Devices' service and support during <br /> regular business hours are as follows: <br /> Technical Support Number: 1-888-478-3359 <br /> Email Address: TechnicalSupport@CleverDevices.com <br /> All after-hour calls should only be made to the Technical Support Department phone. After-hour calls will <br /> be forwarded to an answering service and then to a Clever Devices on-call Technical Support <br /> Representative. <br /> 4.5 ISSUE TRACKING AND RESOLUTION <br /> Upon receipt of a support request, our Technical Support Department proceeds to resolve the issue as <br /> follows below. <br /> 4.5.1 DETERMINE PRIORITY <br /> A Technical Support Representative determines the issue's priority using the categories described below. <br /> Category 1 Issue: Category 1 issues are defined as major systems failures. Category 1 includes any <br /> issue that prevents the full system or a subsystem from being used reliably. <br /> Category 1 issues are assigned the highest priority, and patches are provided as <br /> quickly as possible. Workaround concepts are considered and put in place to <br /> minimize operational impact to the agency. <br /> Page 7 SWARV20190220 <br />