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Support Service and Security <br /> Support: <br /> A HiperWeb support representative will assigned to the City at all time. This representative will <br /> be available to city staff by phone and email during the City's business hours. Support severity <br /> and response will be defined and addressed as follows. <br /> Level of Severity Description Default <br /> Low One user or small group affected Yes <br /> Medium Departments or large group <br /> affected <br /> High Whole company affected <br /> Business Impact Description Default <br /> Low More of an irritation than a Yes <br /> stoppage <br /> Medium Business degraded but <br /> reasonable workaround <br /> High Critical — Major business <br /> processes stopped <br /> High Severity Medium Severity Low Severity <br /> High Impact P1- Critical P2 — Major P3-Minor <br /> Medium Impact P2 — Major P3 — Minor _ P4 - Informational <br /> Low Impact P3 — Minor P4 - Informational P4 - Informational <br /> Priority Response Goal / Resolution Plan / Resolved <br /> Hours Hours Goal/Hours <br /> HiperWeb Status HiperWeb Status HiperWeb Status <br /> P1 — Critical 1 Assigned 2 In Progress 4 Closed <br /> P2 Major 4 12 24 <br /> P3 — Minor 8 72 96 <br /> P4 — Informational 8 na na <br /> P5 — Scheduled Upgrade 8 na .. na <br /> Page 18 of 21 <br /> REV: 03-31-16 FF <br /> ATTY/AGR.2016.066/PSD HiperWeb <br />