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TNS will allocate a priority to a fault notified to TNS in accordance with the priority levels set out above. <br /> Faults <br /> Notification The Client must notify TNS upon becoming aware of any Fault,detailing the Fault. <br /> Response TNS will endeavour to respond to the Client to discuss the Fault: <br /> a. in the case of a P1,within 1 hour of receipt of notification;or <br /> b. in the case of a P2 Fault notified within Support Hours,within 1 hour of receipt of <br /> notification;or <br /> c. in the case of a P2 Fault notified outside Support Hours or any P3 Fault,by 9.30am the <br /> next Business Day but a call may be logged with TNS outside Support Hours. <br /> Progress reports TNS will endeavour to provide the Client with an update on the progress of resolution of the <br /> Fault: <br /> a. in the case of a P1 or P2 Fault <br /> b. within 1 hour after the response provided above;and <br /> c. then every 2 hours;and <br /> d. in the case of a P3 Fault <br /> e. within 1 hour after the response provided above;and <br /> f. then every 48 hours during Support Hours. <br /> 2. Maintenance <br /> Scheduled Outage TNS will give a minimum of 48 hours'notice to the Client's nominated Support Contact unless <br /> urgent maintenance is required to ensure continuity of the Services. <br /> Emergency Outage This is a situation in which urgent maintenance is required and TNS is unable to give 48 hours' <br /> notice. <br /> In this case,the Client's nominated contact person will be notified as early as practical prior to <br /> the time of the Emergency Outage. <br /> 21 <br />