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<br /> <br />Exhibit B <br /> <br /> <br />Govstream will use commercially reasonable efforts to respond to a ll technical support requests, as follows: <br /> <br />Severity Level Response Details Response Time <br /> <br />Severity 1: The Software is down, <br />seriously impacted and there is no <br />reasonable work around currently <br />available. <br /> <br />Once Govstream receives notice, Govstream will begin <br />continuous work on the issue, and a customer resource must <br />be available at any time to assist with problem determination. <br /> <br />Once the issue is reproducible or once Govstream has <br />identified the Software defect, Govstream will provide <br />reasonable efforts for workaround or solution within 24 <br />hours. <br /> <br />Immediately <br />upon notice from <br />City. <br />Severity 2: The Software is seriously <br />affected. The issue is not critical and <br />does not comply with the Severity 1 <br />conditions. There is no workaround <br />currently available, or the workaround <br />is cumbersome to use. <br /> <br />Govstream will work during Support Hours to provide <br />reasonable effort for workaround or solution within three <br />days, once the issue is reproducible. <br /> <br />Within three <br />business days. <br />Severity 3: The Software is moderately <br />affected. The issue is not critical, and <br />the system has not failed. The issue has <br />been identified and does not hinder <br />normal operation, or the situation may <br />be temporarily circumvented using an <br />available workaround. <br /> <br />Govstream will work during Support Hours to provide <br />reasonable effort for workaround or solution within 5 <br />business days, once the issue is reproducible. <br /> <br />Within five <br />business days. <br />Severity 4: Non-critical issues. <br /> <br />Govstream will seek to provide, during Service Hours, a <br />solution in future releases of the Service. <br /> <br />Within ten <br />business days. <br /> <br />