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ATTACHMENT D-1 <br />SUPPORT AND ESCALATION POLICY <br />This document defines CORE's support and escalation procedures in accordancewith the following tables <br />and severity labels. <br />Software support will be conducted by the CORE Support Services team at 2224 Pawtucket Avenue, East <br />Providence, RI 02914. <br />Email: softwaresupport@corebt.com <br />Tel: 866-567-2673 <br />Requirements <br />Who is eligible <br />All support and escalation must be initiated by the designated Authorized Support Contact of the <br />Customer. No end user support is provided with the Agreement. <br />Support will take affect after basic diagnostic steps have been performed in accordance with the <br />Specifications. For system unavailability, system reload must be performed as part of system diagnostics. <br />Process <br />1. Initiation — The call or email must be initiated by an Authorized Support Contact and must be received <br />through CORE's 1-800 support line, Tel: 866-567-2673, or at softwaresupport@corebt.com, which will <br />be available 24 x 7. <br />2. Logging — The support request is logged and includes time and date received, name of caller, <br />description of problem and action taken. <br />3. Acknowledgement — The call is acknowledged and assigned according to the service level table <br />definitions. <br />4. Service and support — Production support will be attempted by the helpdesk personnel. If a solution <br />cannot be achieved by the helpdesk, service and support will be performed in accordance with the <br />definitions stated in the Service Level Table provided below. <br />5. Escalation — Escalation occurs in accordance with urgency and the Service Level Table. <br />6. Callback — Production support is staffed Monday through Friday 8:30am through 5:00pm EST. For non - <br />staffed hours, the response times are listed below in the Service Level Table. <br />7. Supplemental Services. COREwill provide Customer with the Supplemental Services described in this <br />section, subject to Customer's payment of additional Support Fees agreed upon by the parties. <br />8. Normal Business Hours. Unless otherwise agreed between CORE and Customer in writing, the <br />services described in this section shall be rendered during CORE's normal business hours of 8:30 a.m. <br />to 5:00 p.m. (Eastern Time), Monday through Friday, excluding designated CORE holidays. <br />EXHIBIT H ATTACHMENT D-1 COREBT SUPPORTAND ESCALATION POLICY H -D-1 - 1 <br />ATTY/AGR/2019.118/CHERRYROAD ERP IMPLEMENTATION SERVICES <br />REV: 05-13-19 PR Page 167 of 172 <br />