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Service Level Table <br />Level <br />Definition <br />Escalation to next point <br />Response Time <br />Coverage <br />1 <br />Productis down. No workarounds are available. <br />This designation mayonly be <br />< 2 business hours <br />24x7 <br />CORE places top priorityon the technical issue <br />assigned by management. <br />and all necessary resourcesare immediately <br />assigned to the issue. <br />2 <br />A majority of the productfunctionali ty is not <br />Reviewed daily bysupport manager. <br />< 4 business hours <br />7:30am-11:00pm <br />working according to product specifications. <br />Escalated to senior manage me nt for <br />EST <br />CORE places high priority on the technical issue <br />review weekly. Issueswhich affect <br />and all necessary resources are assigned to the <br />downtime are escalated immediately. <br />technical issue, butwork is generally performed <br />during normal business hours. <br />3 <br />Minor Product functionality is networking <br />Reviewed daily by5oftware Support <br />< 72 business hours <br />8:30am-5:00pm <br />according to project specifications, or minor <br />Analyst. Escalated to support <br />EST <br />business processes cannotbe met. The issue is <br />managerfor reviewweekly. <br />assigned to the appropriate resources to <br />resolve the technical issue within customer <br />expectations. <br />4 <br />Product and Project specific enhancement <br />Reviewed weeklybased on delivery <br />Delivery will he <br />8:30am-5:00pm <br />request orchange orders. Change orders are <br />or release schedule. Delivery will be <br />quoted with <br />EST <br />scheduled upon signed acceptance receipt from <br />quoted with response to each <br />response to each <br />Customer. Product enhancement requests are <br />specific request. <br />specific request. <br />reviewed by Product Manager periodicallyin <br />conjunction with release schedule. <br />EXHIBIT H ATTACHMENT D-1 COREBT SUPPORT AND ESCALATION POLICY H -D-1 -4 <br />ATTY/AGR2019. 118/CHERRYROAD ERP IMPLEMENTATION SERVICES <br />REV 05-13-19 PR Page 170 d 172 <br />