Laserfiche WebLink
<br />REV: 06-13-24 MI <br />Product Support Portal* <br />Authorized Support <br />Contacts Only?** <br />e-Builder (non-Fed <br />Ramp) <br />https://www.e-builder.net/customer-center No <br />e-Builder <br />(Fed Ramp) <br />None. No <br />Trimble Water https://mytrimblewater.force.com/s/login No <br />Trimble Energy https://na.concert.trimble.com/login Yes <br />* Additional phone numbers and hours of availability may be listed in the Portal. <br />** For any Products that do not require an Authorized Support Contact, any Authorized User may contact support. <br />*** Authorized Users of e-Builder Enterprise Government Edition may submit support requests by phone (866-254-1531) or email <br />(ebuilder-gov-support@trimble.com ). Hours of operation are Monday through Friday 8:00 AM to 6:00 PM Eastern Time. Non-urgent <br />and after-hours support requests should be submitted via email. All support requests submitted via email must include the following <br />information: 1) Authorized User name and email address, 2) Phone number, 3) Account Name, and 4) Brief description of the issue. e- <br />Builder Community and Salesforce are not currently available for the Government Edition. <br /> <br />2.3. Severity Levels; Targeted Response Times. Products issues are categorized by Trimble into one of four classifications as set <br />forth below. Trimble will use commercially reasonable efforts to meet the following targeted response goals, measured from <br />the creation of a case number. <br /> <br />Priority <br />Level* <br />Priority Criteria Target Response <br />Goal** <br />Level of Effort for Resolution <br />P1 <br />Critical most urgent and impactful. < 30 min Trimble and the customer will <br />commit any necessary resources 24 ✕ <br />7 to resolve the situation. <br />P2 <br />High <br />urgent and impactful, but usually <br />has an acceptable temporary <br />workaround. <br />< 30 min Trimble and the customer will <br />commit full-time resources during <br />standard business hours to resolve <br />the situation. <br />P3 <br />Medium <br />important, but not urgent and <br />impactful. <br />4 hours Trimble and the customer are willing <br />to commit resources during standard <br />business hours to restore product or <br />service to satisfactory operating <br />levels. <br />P4 <br />Low <br />a low priority, informational, or an <br />enhancement request. <br />24 hours Trimble and the customer are willing <br />to commit resources during standard <br />business hours to provide <br />information or assistance. <br />* See Priority Matrix and definitions below. The main factors in determining priority level are urgency and impact. Trimble will also <br />consider in good faith any additional relevant facts and circumstances in consultation with Company that may result in a mutually <br />agreed upon change in priority level. <br />** The use of the term “hour(s)” refers to business hours based on Trimble’s regular business schedule, and excludes nights, <br />weekends and locally-observed holidays (e.g., 24 hrs equals 3 business days at 8 hrs a day). “Response” means acknowledgment of <br />the issue via the creation of a case number. Determination of priority level will occur as soon as practicable thereafter.. <br />ATTY/AGR.2024/Amend. No. 1/Gray Bowen Scott (US 101 84 Interchange Project Delivery) (Page 14 of 23)