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Severity <br />Definition <br />Initial <br />Level <br />Response <br />(Priority) <br />Time and <br />Channel <br />Critical <br />Service is inoperative, Customer's business <br />2 hours <br />Service <br />operations or productivity are severely impacted <br />(phone or <br />is <br />with no available workaround, a critical security <br />email) <br />inoperative <br />issue exists. <br />Standard <br />Service is operating but issue is causing <br />1 Business <br />(High) <br />significant disruption of Customer's business <br />Day <br />operations; workaround is unavailable or <br />(phone or <br />inadequate. <br />email) <br />Standard <br />Service is operating and issue's impact on the <br />1 Business <br />(Medium) <br />Customer's business operations is moderate to <br />Day <br />low; a workaround or alternative is available. <br />(email) <br />Standard <br />Issue is a minor inconvenience and does not <br />1 Business <br />(Low) <br />impact business operations in any significant <br />Day <br />way; little or no time sensitivity. <br />(email) <br />2.3 Standard Service Reauests. <br />2.3.1 Initiating Standard Service Requests. The Customer may initiate a Standard Service <br />Request by opening a ticket via the NextRequest in -app chat system. NextRequest support team <br />members or systems may also create tickets on the Customer's behalf in response to issues <br />identified by monitoring systems. <br />2.3.2 Response and Resolution. Once NextRequest has responded to a Service Request, <br />NextRequest will work during Business Hours with the Customer's representatives and, as needed, <br />our Hosting Partner to resolve the problem or provide a workaround. NextRequest makes no <br />guarantee regarding the time to resolve a Service Request, only that NextRequest will use the <br />reasonable efforts described above. <br />2.4 Critical Service Requests, <br />2.4.1 Initiating Critical Service Requests. The Customer may initiate a Critical Service Request <br />by calling NextRequest directly at 833-698-7778. The Customer will be directed to leave contact <br />information and a detailed description. <br />2.4.2 NextReauest's Response. NextRequest's support staff will contact the Customer within 2 <br />hours of receiving the Customer's report of a Critical Service Request and will work continuously <br />REV: 09-25-2020 PR <br />ATTY/AGR.2020.211/Next Request Co. (Public Records Act Request Automated System) (Page 21 of 23) <br />