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Julota° <br />Julota® SaaS Agreement <br />received outside of User Support Hours, Julota will address the Authorized User's query during User Support Hours <br />with the exception of Critical events (as discussed below). <br />3. Technical support will be limited to the permissions of the Authorized User, which will be determined by the <br />Customer Representative pursuant to the "Protocol Authorization Form," a sample of which is attached as "Annex <br />A" in blank format. The permissions will be defined in the Protocol Authorization Form. The Protocol Authorization <br />Form will set forth the Authorized User's permissions granted to him or her. <br />4. At the time that the Authorized User contacts the Support Desk, the Authorized Users permissions will be verified in <br />order to determine the scope of support that may be granted. If an Authorized User does not have sufficient <br />permissions (e.g., they are attempting to report an issue for an area that they do not have the authority to access, <br />the event will be deemed unreported) <br />Severity Levels and Response Times. The following are a description of the service levels and the service level <br />response times: <br />1. Critical. An incident with a severity level of "Critical" is defined as one that produces an emergency situation (e.g., <br />system down) in which the Services are substantially or completely non-functional or inoperable. In the event of a <br />Critical incident, the Authorized User shall contact the Support Desk to report the problem. If the reported event is <br />Critical and outside of User Support Hours, the Authorized User shall contact the Support Desk via the hotline, <br />which is monitored 24x7x365, excluding State and Federal holidays. The Support Desk will contact the Authorized <br />User, who reported the incident within four (4) hours to diagnose and begin remediation of the event and will use <br />commercially reasonable efforts to resolve the event as soon as is reasonably possible under the circumstances. <br />Any Authorized User may contact the support desk to report a Critical incident, even if the issue in question relates <br />to a portion of Julota that is not under the purview of the Authorized User's permissions In this case, the Support <br />Desk will take the report of the issue, but will not contact the reporting user with resolution, but instead, will contact <br />the Customer Representative to report resolution. <br />2. High. An incident with a severity level of High' is defined as one that produces a detrimental situation in which the <br />Services are usable, but materially incomplete, performance (response time) of the Services is degraded <br />substantially such that there is a severe impact on use under reasonable loads; one or more mainline functions or <br />commands is inoperable; or the use is otherwise significantly impacted If the reported event is a High severity, the <br />Support Desk will contact the Authorized User who reported the event within eight (8) User Support Hours to <br />diagnose and begin remediation of the event, and will use commercially reasonable efforts to resolve the event with <br />five (5) business days. Any authorized user may contact the support desk to report any issue, even if the issue in <br />question relates to a portion of Julota that is not under the purview of the Authorized User s permissions. <br />Notwithstanding the foregoing, if the Authorized User that reported the event is not under the purview of the <br />Authorized User's permissions, the Support Desk will take the report of the issue, but will not contact the reporting <br />user with resolution, but instead will contact the Customer Representative to report resolution. <br />3. Low. An incident with severity level of "Low" is defined as one that produces an inconvenient situation in which the <br />Services are usable but do not provide a function in the most convenient or expeditious manner and the Authorized <br />User suffers little or no significant impact. If the reported event is Low severity, Julota will attempt to resolve the <br />event in a commercially reasonable manner in future maintenance releases. Only the Authorized User may contact <br />the support desk to report the issue. <br />page 10 of 16 <br />