Microsoft 4/28/2020 - Laserfiche WebLink

aspects of high business impact incidents logged with Microsoft involving any supported Microsoft technology. The outcome of the review will be recommendations on operations improvement activities, people readiness or technology changes,all focused on the objective of helping Customer lower Customer's IT operations costs. This service may be available to Customer if Customer has a Designated or Dedicated Service Delivery Management resource. k. Process Guidance Microsoft may provide basic information on recommended practices related to the Microsoft Information Technology Infrastructure Library("ITIL")and/or the Microsoft Operations Framework("MOF"). This service may be available to Customer if Customer has a Designated or Dedicated Service Delivery Management resource. 2.3 Reactive Services. Reactive services help resolve issues in Customer's Microsoft environment and include prioritized problem resolution services to provide rapid response to minimize downtime. 2.3.1 Problem Resolution Support Problem Resolution Support ("PRS") provides assistance for problems with specific symptoms encountered while using Microsoft products including troubleshooting a specific problem, error message or functionality that is not working as intended for Microsoft products. Incident severity definitions, the Microsoft estimated initial response times, and submission requirements are detailed in the below table. PRS is charged on an hourly basis and hours are deducted from Customer's pre-paid hours unless Microsoft determines that the problem resulted from a bug in a product that is in mainstream support. Upon Customer request, Microsoft collaborate with third-party technology suppliers to help resolve complex multi-vendor product interoperability issues, however, it is the responsibility of the third party to support its product. As needed PRS is provided for online services. Purchased PRS hours will not be deducted for incidents opened against these technologies Service Delivery Management will be utilized in the same manner for all problem resolution requests The incident severity determines the response levels within Microsoft, initial estimated response times and Customer responsibilities.Customer is responsible for outlining the business impact to Customer's organization and,in consultation with us, Microsoft will assign the appropriate severity level. Customer can request a change in severity level during the term of an incident should the business impact require a change. Severity and Situation Our Expected Response - Customer's Expected Response Severity 1 •First call response in one • Notification of Customer's senior hour or less executives Catastrophic business impact: •Our resources at Customer site • Allocation of appropriate resources to •Complete loss of a core business as soon as possible sustain continuous effort on a 24x7 process and work cannot •Critical Situation Manager'assigned basis2 reasonably continue •Continuous effort on a 24/7 • Rapid access and response from •Needs immediate attention basis2 change control authority •Rapid escalation within Microsoft to • Submission via phone only3 product teams •Notification of our senior executives Severity A • First call response in one hour or • Allocation of appropriate resources to less sustain continuous effort on a 24x7 Critical business impact: • Our Resources at Customer's site basis2 • Significant loss or degradation of services as required • Rapid access and response from • Needs attention within one hour • Critical Situation Manager' change control authority assigned • Management notification • Continuous effort on a 24x7 basis2 • Submission via phone only3 • Notification of Our Senior Managers Severity B • First call response in two hours or • Allocation of appropriate resources to less align to Microsoft effort Moderate business impact: • Effort during business hours only'5 • Access and response from change • Moderate loss or degradation of services but control authority within four business work can reasonably continue in an impaired hours manner • Submission via phone or web • Needs attention within two business hours' 9.1 SLGE Premier Services Description(NOV2019) Page 5 of 9