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Level 2 Major functionality on the 2 Hours High priority— Every 12 Hours Escalated to <br /> Service or other components Zoobean's full upper <br /> or applications associated with technical staff management, <br /> the Service is affected,but a working 12x5 to once per day. <br /> temporary workaround is solve the issue, <br /> available. until completion. <br /> Major functionality is impaired, <br /> although the Service is <br /> available and operational. <br /> • Users are able to connect <br /> to the Service,although <br /> some core functions of <br /> Service are affected. <br /> • Operations can continue <br /> only in a restricted <br /> fashion. <br /> Level 3 Minor functionality on the 24 Hours Medium priority— Every 24 Hours <br /> Service or other components Zoobean's <br /> or applications associated with technical staff <br /> the Service is not working as working 8x5 to <br /> expected and a workaround is solve the issue, <br /> available. until completion. <br /> Level 4 General usage questions 48 Hours Low priority— Send one-time <br /> regarding the Service or other Zoobean's acknowledgement <br /> components or applications technical staff email. <br /> associated with the Service. working 8x5 to <br /> solve the issue. <br /> • Cosmetic issues, including <br /> errors in documentation. <br /> • Enhancement requests <br /> (cases initially opened via <br /> email will be assigned a <br /> Severity Level 4 by <br /> default) <br />