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2017-Support Services Agreement <br /> LEVEL 3-Product Engineering <br /> DESIGN CHANGES-BUG FIXES <br /> LEVEL 2-Field Engineering <br /> DBASE DIAGNOSTICS-CON FIG URATION UPDATE <br /> LLVIL 1-HLLP DESK <br /> RESTORE SYSTEM UNITS AND SERVER, <br /> PASSWORD,RMA,ETC <br /> 111101111111 al= <br /> ( kie <br /> x I <br /> Level 1-Help Desk and First Line support <br /> • Answer phone/mail <br /> • Diagnostics of Incidents <br /> • Troubleshooting devices and network <br /> • System restores <br /> • Server setup basic configuration <br /> • Account setup configuration <br /> • Raise tickets if Incident not close within the day <br /> • Informed customer of closure of Level 1 ticket <br /> • Escalation/dispatch to level 2. <br /> Level 2—Field Engineering <br /> • Advance trouble shooting <br /> • Impex set-up <br /> • Client environment deployments <br /> • Problem replication/simulation <br /> • Database diagnostics <br /> • Units/Server log analysis <br /> • Units/Server crash-Data recovery <br /> • Informed customer of closure of Level 2&Level 3 tickets <br /> • Escalation/dispatch to Level 3. <br /> Level 3—Product Engineering <br /> • New features or fixes requiring code changes <br /> • Advance configuration setting <br /> • System analysis advance server diagnostics and support. <br /> City of Everett/Gtechna Software Agreement <br /> Page 31 7/25/2018 <br />