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Service Level Response Table <br />Response <br />Condition <br />Response <br />. Escalation P%ath <br />Level <br />%Time% <br />Network outage, multi- <br />1 hour <br />SCDOIT's assigned primary response contact will make contact <br />user outage/ critical <br />within two (2) hours of receiving notification from either the Help <br />Emergency <br />event, or when Everett is <br />Desk or Management. If contact is not made within 2 hours the call <br />Response <br />unable to conduct <br />receiver will contact the secondary support contact. If still unable to <br />business. <br />contact, the appropriate supervisor will be contacted. The assigned <br />response contact will schedule network operations access as <br />necessary. <br />Network is impaired, <br />3 Hours <br />SCDOIT's primary response contact will make contact with <br />Priority <br />Everett is still able to <br />Everett's designated primary contact. If contact is not made within <br />Problem <br />conduct business, but no <br />three (3) hours, the call receiver will contact the designated <br />Response <br />practical workaround <br />secondary contact. If still unable to contact, the appropriate <br />exists. <br />supervisor will be contacted. The assigned response contact will <br />schedule network operations access as necessary, <br />User is inconvenienced, <br />3 Days <br />SCDOIT's primary response contact will respond to this category of <br />or non -mission -critical <br />call when all other service requests of higher priority have been <br />Routine <br />application is impaired. <br />answered. Every effort will be made to respond within three (3) <br />Response <br />Practical workaround <br />business days. This category of call includes but is not limited to: <br />exists. <br />training issues, minor operational issues, and minor system <br />inconveniences. <br />7. Payment for Services: The County will invoice Everett for the Services per Section 5, <br />Compensation, of the Interlocal Agreement (ILA). Everett will be billed in full for Services <br />rendered up to and including the date the County receives Everett's cancellation or change <br />request. <br />8. Declined Equipment: No equipment is provided by this SWO. All equipment maintenance <br />is the responsibility of the City of Everett. <br />9. Pricing and Service Fees: The pricing and fee schedule for services provided by SCDOIT <br />are outlined in Appendix A of this SWO. <br />10. Modifications /Changes: Services may be modified at any time upon mutual written <br />agreement of the parties. Modifications which remain within the IlA Contract Maximum will <br />be made through the issuance of a new SWO, which will take precedence over the original <br />SWO. <br />11. Assignment: Neither party shall assign any of the rights, duties, or obligations covered by <br />this SWO without the prior express written request and consent of each party. <br />12. Notices: Notices and other communications between Snohomish County and Everett where <br />delivery is not otherwise specified in the ILA may be delivered by electronic mail. <br />Communications related to the ILA may be directed to Snohomish County Department of <br />Information Technology at: DIS.Admin@snoco.org. Everett shall provide Snohomish <br />County with a valid email address to be used by the County for communications for the ILA <br />and shall update that address as needed. The County shall fulfill its obligations under the ILA <br />providing Everett with notice at the email address most recently provided to the County by <br />Everett for use in providing notices pursuant to the ILA. <br />Page 3 of 11 <br />