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REV: 12-14-23 VR <br />Appendix 1 <br />Service Targets <br />Availability The collectionHQ service will be available 99% of the time 09.00 <br />to 17.00 (your local time) Monday to Friday <br />Service Incidents The collectionHQ Support Team will seek to provide an initial <br />response within 24 hours and a follow up within a maximum 48 <br />hours to service incidents and thereafter regularly updated until a <br />resolution is reached. All incidents must be raised initially via our <br />Helpdesk by email to support@collectionHQ.com <br />Non-Critical Enquiries The collectionHQ Support Team will respond to non-critical <br />enquiries within 3 days, deliver an answer within 10 days, and <br />update status every 5 days. A non-critical inquiry is defined as a <br />request for information that has no impact on the service quality <br />if not answered or acted upon promptly. <br />ATTY/AGR.2023.308/Bridgeall Libraries Limited (Collection HQ 2023 Agreement) (Page 25 of 25)