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Service Level Response Table <br /> Response Response <br /> Level Condition Time Escalation Path <br /> Network outage,multi- 1 hour SCDOIT's assigned primary response contact will make contact <br /> user outage/critical within two(2)hours of receiving notification from either the Help <br /> Emergency event,or when Everett is Desk or Management.If contact is not made within 2 hours the call <br /> Response unable to conduct receiver will contact the secondary support contact.If still unable to <br /> business. contact,the appropriate supervisor will be contacted.The assigned <br /> response contact will schedule network operations access as <br /> necessary. <br /> Network is impaired, 3 Hours SCDOIT's primary response contact will make contact with <br /> Priority Everett is still able to Everett's designated primary contact.If contact is not made within <br /> Problem conduct business,but no three(3)hours,the call receiver will contact the designated <br /> Response practical workaround secondary contact.If still unable to contact,the appropriate <br /> exists. supervisor will be contacted.The assigned response contact will <br /> schedule network operations access as necessary. <br /> User is inconvenienced, 3 Days SCDOIT's primary response contact will respond to this category of <br /> or non-mission-critical call when all other service requests of higher priority have been <br /> Routine application is impaired. answered.Every effort will be made to respond within three(3) <br /> Response Practical workaround business days.This category of call includes but is not limited to: <br /> exists. 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 HA 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 />