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EXHIBIT 4 TO SERVICE SCHEDULE <br /> SERVICE LEVELS <br /> 1.0 Support Levels and Hours of Provision <br /> This Service Level Agreement does not apply to Hardware and the repair to,or replacement of,Hardware which is covered <br /> by TNS' Standard Terms and Conditions of Sale. <br /> Standard Support hours are 08:30—17:30 EST,Monday to Friday excluding public holidays. <br /> 2.0 Issues Identified by TNS <br /> Once an issue has been identified and diagnosed,TNS will send notification by email to the appointed Support and Technical <br /> Contacts of affected Clients. <br /> 3.0 Severity and Resolution <br /> TNS commits to restoring core functionality within the times outlined below for each of the indicated time periods. <br /> Resolution times are measured from the time at which TNS first becomes aware of an issue. <br /> 19 <br />