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REV: 12-16-24 MI <br />EXHIBIT C <br />CLOUD SERVICES SLA <br />REGIONAL HOURS OF AVAILABILITY AND SUPPORT CONTACT CHANNELS <br />Region Regular Support Hours Support Contact Channels <br />USA Monday - Friday 8:00 <br />AM-8:00 PM EST <br />Excluding Federal Holidays <br />support.granicus.com 1- <br />800-314-0147 <br />Canada Monday - Friday 8:00 <br />AM-8:00 PM EST <br />Excluding Statutory Holidays <br />support.granicus.com 1- <br />800-314-0147 <br />Europe Monday - Friday <br />9:00 AM-5:00 PM GMT <br />Excluding Statutory Holidays <br />support.granicus.com <br />+44 (0) 800 032 7764 <br />Australia & New <br />Zealand <br />Monday - Friday <br />9:00 AM-5:30 PM AEST <br />Excluding National Holidays and Victorian <br />public holidays <br />support.granicus.com <br />+61 3 9913 0020 <br />Subscribers <br />govDelivery Help <br />Monday - Friday 8:00 <br />AM-8:00 PM EST <br />Excluding US Federal Holidays <br />subscriberhelp.granicus.com <br />subscriberhelp@granicus.com 1- <br />800-439-1420 USA <br />+44 (0) 808 234 7450 Europe <br />Emergency Support Emergency technical support is available 24/7 by phone only for customers <br />experiencing a Level 1 outage as defined below <br />TECHNICAL SUPPORT SEVERITY LEVEL DEFINITIONS <br />Severity <br />Level Description <br />Time to 1st <br />Response Granicus Action <br />Level 1 <br />EMERGENC <br />Y <br />Incident represents complete <br />unavailability of the Granicus <br />Products for all <br />users and no workaround is <br />available <br />Within <br />two (2) <br />hours <br />Incident response process is initiated upon <br />verification. Work on a resolution begins <br />immediately (24/7/365). Notifications and updates of <br />resolution or work arounds are provided to affected <br />clients via case, or if several clients are affected, via <br />status.granicus.com. <br />Level 2 <br />SEVERE <br />LY <br />IMPAIR <br />ED <br />Incident occurs when a major <br />feature of the product is not <br />working or <br />fails repeatedly and there is <br />no workaround available <br />Within <br />four (4) <br />hours <br />Incident response process is initiated upon <br />verification. Case is evaluated whether a solution or <br />acceptable work around can be achieved. <br />Notifications and updates of resolutions or work <br />arounds are provided to affected clients via case, or if <br />several clients are affected, via status.granicus.com <br />Level 3 <br />IMPAIRED <br />Incident occurs when a primary <br />feature of the product is not <br />working as expected and an <br />acceptable workaround is <br />available <br />Within <br />one (1) <br />business <br />day <br />Upon verification case is assigned and work on <br />resolution begins within 1 business day. If the issue is <br />reported after hours, it will not be assigned until the <br />next business day. <br />ATTY/AGR.2024.237/Granicus (Agenda Management System) (Page 18 of 35)