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Cayenta Managed Services – Schedule “A” <br /> <br /> Cayenta, A Division of N. Harris Computer Corporation Page 6 <br /> <br />Response Times <br />Response times will vary and are dependent on the priority of the ticket/issue/call (hereafter references <br />as tickets). We do our best to ensure that we deal with incoming tickets in the order that they are received, <br />however tickets will be escalated based on the urgency of the issue reported. Our response time <br />guidelines are as follows (based on Standard CMS Support Hours specified in item 11 of the General <br />Assumptions sub-section): <br />• Priority 1: ≤ 4 hours <br />• Priority 2: 1 – 8 hours <br />• Priority 3: 1 – 24 hours <br />Response time is defined as the amount of time between when the Customer first creates a ticket (which <br />includes submission via any methods mentioned in General Assumption 9 under the General Assumptions <br />for the Standard Managed Services section) and when a Cayenta Technical Consultant responds.