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Cayenta Managed Services – Schedule “A” <br /> <br /> Cayenta, A Division of N. Harris Computer Corporation Page 5 <br /> <br />9. The Customer will log tickets via Cayenta Helpdesk system. In the case that Cayenta is contacted <br />via e-mail or phone call, the Cayenta Technical Consultant will log a ticket in the Cayenta Helpdesk <br />system for tracking purposes. <br />10. Cayenta will provide a Formal Incident Report for any Priority 1 tickets. Priority 2 and 3 issues are <br />summarized within the ticket and confirmed and closed by the Customer. See Ticket Priorities <br />sub-section for priority guidelines. <br />11. Standard CMS Support Hours are from 6:00AM to 5:00PM Pacific Time, Monday to Friday <br />(excluding US holidays). CMS support outside of the Standard CMS Support Hours will be billed at <br />the then current Professional Services hourly rate quoted by the Cayenta Account Manager <br />(minimum of 2 hours). <br />