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submission questions; (ii) user account information; (iii) connectivity; (iv) browser issues and <br /> upgrades; (v) administration issues; and (vi) Support Services is limited to system technical issues. <br /> Support hours of operation are 8:00 am to 4:30 pm Pacific time Monday through Friday excluding One <br /> Step holidays. Support does not usually include training. <br /> (e) Non-Conformity Correction. One Step shall prioritize all Non-Conformities in accordance <br /> with its impact on Customer's operations as set forth below. Without further charge, other than for <br /> Customer <br /> (f) Specific Non-Conformities and generally in accordance with such priority, One Step shall <br /> make such modifications as are required to correct reported Non-Conformities using the Current Base <br /> Software and One Step test data. One Step may assign a new priority to the Non-Conformity after <br /> research if the initial description was not accurate or after provision of a manual method of working <br /> around the Nonconformity if such method lessens the impact of the Non-Conformity. One Step will <br /> maintain internal guidelines providing for levels of technical expertise and management involvement <br /> that increase with the priority of the reported Non-Conformity and the time elapsed since the Non- <br /> Conformity was reported. There shall be two categories for Non-Conformity correction as defined <br /> below: <br /> Critical Support: <br /> (a) Definition - Production use of the Software is not possible or no method of manually <br /> working around a Nonconformity exists. Customer requires resolution urgently due to financial, legal <br /> and public risk exposure. <br /> (b) Target Action- Initial response within one(1)business hour. Resource assigned immediately <br /> thereafter. One Step will use all commercially reasonable efforts to implement a resolution within <br /> twenty-four hours of notice to One Step. <br /> (c) Target Action - Initial response within two (2) business hours. Resource assigned within one <br /> business day thereafter. One Step will use commercially reasonable efforts to implement a resolution <br /> as soon as possible. <br /> (d) * Critical requires that a Customer resource be available and remain available until the issue <br /> is resolved. <br /> (e) Customer-Specific Non-Conformity. If a reported Non-Conformity is determined to be a <br /> Customer-Specific Non-Conformity, then if the Non-Conformity would be fixed as a result of <br /> Customer utilizing the Software in accordance with the documentation, then Customer shall be <br /> obligated to do so. <br /> One Step Agreement 2016.docx <br />