Laserfiche WebLink
<br />3 <br /> <br />www.viriciti.com <br />3.6 Support is accessible as follows via the official support lines3. <br />3.7 All Incidents that concern Defects are categorized by severity levels. ViriCiti is the only party <br />that has the right to determine the level of severity of an incident, and if it was indeed caused <br />by the system and services provided by ViriCiti and not a third party. For the severity levels we <br />use the following definitions: <br />SEVERITY 1 - SERVICE UNAVAILABLE <br />Definition Critical production issue affecting all Users, including <br />infrastructure failure or Service unavailability with no work-around <br />available. <br />Response ViriCiti will respond within 45 minutes, emergency support will be <br />in English. <br />Service level commitment ViriCiti will provide continuous support during the Support window <br />until a resolution has been delivered or a work-around <br />implemented. <br /> Severity 1 issues will be resolved in principle within 8 hours of <br />being raised. <br />SEVERITY 2 – CRITICAL <br />Definition A severe business impact affecting many Users, limiting the <br />usage of one or more major functions of the Service, or causing <br />performance degradation. The Service is operational, but <br />restricted. <br />Response ViriCiti will respond within 90 minutes. <br />Service level commitment ViriCiti will provide continuous support during the Support window <br />until a resolution has been provided or a work-around <br />implemented. If the problem is determined to be a Defect and a <br />Fix is required, then the severity level will be SEVERITY 3 or 4 <br />after implementation of such Fix depending on how the Service <br />functions afterwards. <br /> Severity 2 issues will be resolved in principle within 48 hours of <br />being raised. <br />SEVERITY 3 – MAJOR <br />Definition The Service is operational, but there are functional limitations, <br />errors that are not critical for daily business or data integrity <br />issues. <br />Response ViriCiti will respond within 8 hours. <br />Service level commitment ViriCiti will work during the Support window until a resolution has <br />been provided or a work-around implemented. If the problem is <br />determined to be a Defect, it will be targeted for correction in the <br />next available Release. <br /> <br />3 For detailed information about our official support lines we refer to Annex II of this document