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2017-Support Services Agreement <br /> 17. Levels of severity and Response time <br /> Severities for all Incidents will be jointly classified by the Client&Gtechna under one of the following classifications: <br /> Level of Severity Identification Description <br /> 1 Critical Complete stop or major breach of the software ceases client operations for <br /> one or more users at a critical period.(Example:major failure,server shutdown, <br /> unable to start the application on multiple computers,etc.). <br /> 2 High Major problem that disrupts operations during a critical period. (Example:A <br /> user affected by a system shutdown, application problem affecting a treatment <br /> to be done urgently(example:emergency check Issuance,etc.). <br /> 3 Medium Problem that does not disrupt operations and acceptable workaround. <br /> (Example: Problem or current Incident(s),generating non-urgent bills,change <br /> settings,print or reprint documents,etc.). <br /> 4 Low Minor problem or request information from users.(Example:Training requests, <br /> suggestions for improvement,development requests,requests for information <br /> purposes only,etc.). <br /> Level of Severity Response time Time resolution <br /> 1 Respond immediately to the Customer or contact Time resolution of up to four hours,and in 80% <br /> in the immediate hour of receiving the incident of cases <br /> notification,and that in 80%of cases <br /> 2 Respond immediately to the Customer or contact Time resolution of up to one business day,and <br /> within two business hours of receiving the in 80%of cases <br /> incident notification,and in 80%of cases <br /> • <br /> 3 Respond immediately to the Customer or contact Time resolution of up to three business days, <br /> within four business hours of receiving the and in 80%of cases,or such other period <br /> incident notification,and in 80%of cases mutually determined in writing between the <br /> Parties,as appropriate <br /> 4 Respond immediately to the Customer or contact Time resolution mutually established by the <br /> within eight business hours of receiving the Parties in writing <br /> incident notification,and in 80%of cases <br /> To the extent of the above-mentioned table,if an Incident is not fixed in a timely manner and/or would have <br /> a noticeable and negative effect on the client's operations,the customer can escalate(Annex A)and address <br /> the problematic situation with the management team of Gtechna to agree on a plan of corrective actions. <br /> City of Everett/Gtechna Software Agreement <br /> Page 32 7/25/2018 <br />