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<br />(425) 257-7701 <br />CFadden@everettwa.gov <br /> <br />Agency Secondary Contact: Brent Linder <br />(425) 257-8816 <br />Blinder@everettwa.gov <br /> <br />Agency Billing Contact: Judie Shirley <br />(425) 257-7700 <br />JShirley@everettwa.gov <br />Service Level Response Table <br />Response <br />Level Condition Response <br />Time Escalation Path <br />Emergency <br />Response <br />Network outage, multi- <br />user outage/ critical <br />event, or when Agency is <br />unable to conduct <br />business. <br />2 hours SCIT’s assigned primary response contact will make contact within <br />two (2) hours of receiving notification from either the Help Desk or <br />Management. If contact is not made within 2 hours the call receiver <br />will contact the secondary support contact. If still unable to contact, <br />the appropriate supervisor will be contacted. The assigned response <br />contact will schedule network operations access as necessary. <br />Priority <br />Problem <br />Response <br />Network is impaired, <br />Agency is still able to <br />conduct business, but no <br />practical workaround <br />exists. <br />3 Hours SCIT’s primary response contact will make contact with Agency’s <br />designated primary contact. If contact is not made within three (3) <br />hours, the call receiver will contact the designated secondary contact. <br />If still unable to contact, the appropriate supervisor will be <br />contacted. The assigned response contact will schedule network <br />operations access as necessary. <br />Routine <br />Response <br />User is inconvenienced, <br />or non-mission-critical <br />application is impaired. <br />Practical workaround <br />exists. <br />3 Days SCIT’s primary response contact will respond to this category of call <br />when all other service requests of higher priority have been <br />answered. Every effort will be made to respond within three (3) <br />business days. This category of call includes but is not limited to: <br />training issues, minor operational issues, and minor system <br />inconveniences. <br />10. Declined Equipment: No equipment is provided by this WO. All equipment maintenance is <br />the responsibility of Agency. <br />11. Pricing and Service Fees: The pricing and fee schedule for services provided by SCIT are <br />outlined in Appendix A of this WO. <br />12. Modifications / Changes: Services may be modified at any time upon mutual written <br />agreement of the parties. Modifications that remain within the ILA Contract Maximum will <br />be made through the issuance of a new WO, which will take precedence over the original WO. <br />13. Assignment: Neither party shall assign any of the rights, duties, or obligations covered by this <br />WO without the prior express written request and consent of each party. <br />14. Notices: Notices and other communications between Snohomish County and Agency where <br />delivery is not otherwise specified in the ILA may be delivered by electronic mail.