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EXHIBIT A <br /> Service Level Agreement (SLA) <br /> Severity Incident Response Resolution Customer Update Escalation <br /> Time Effort Interval <br /> Level 1 Critical outage on the Service 1 Hour Highest priority— Every 4 Hours Escalated to <br /> or other components or Zoobean's full upper <br /> applications associated with technical staff management, <br /> the Service,and no working 24x7 to twice per day. <br /> workaround is immediately solve the issue, <br /> available. until completion. <br /> • Critical services—Service <br /> is down and Users cannot <br /> perform core functions of <br /> the Service on their <br /> accounts. <br /> • Digital operations have <br /> been disrupted and Users <br /> cannot log onto the <br /> Service. <br /> A Service outage does not <br /> include loss of connectivity or <br /> access for a single or small <br /> subset of users.Severity Level <br /> 1 tickets are also not related to <br /> errors on mobile platforms, <br /> such as Apple iPhone or iPad, <br /> Android devices,Kindle,etc. <br />