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REV: 12-20-24 MI <br />(b) applying the indicated percentage to the resulting imputed monthly fee. <br />2. Support Terms <br />These Support Terms pertain to the Agreement to which it is attached between Dropcountr and <br />Utility. All capitalized terms not defined herein shall have the meanings given to them in the <br />Agreement and Exhibit C thereto. <br />Technical Support <br />Dropcountr will provide technical support to Utility via email during weekdays between 8:00am <br />and 5:00pm Pacific Time, with the exclusion of Federal Holidays (“Support Hours”). <br />Utility may initiate a helpdesk ticket during Support Hours by emailing clientsupport@kubra.com. <br />Dropcountr will use commercially reasonable efforts to respond to all helpdesk tickets within two <br />(2) business days. <br />3. Error Resolution Criteria <br />Provider will provide support to City to resolve errors with the SaaS Solution in accordance with the <br />following schedule: <br />Critical – Priority 1 Issue is critical to the City – City staff and/or users can’t access <br />the SaaS Solution. <br />High – Priority 2 Issue is severe but there is a workaround available. <br />Medium – Priority 3 Issue is non-severe but requires follow up work to be performed. <br />Low – Priority 4 Issue is non-critical for the City and requires that it is corrected as <br />time permits. <br />Level Resolution Time <br />Priority 1 <= 1 day <br />Priority 2 <= 7 days <br />Priority 3 <= 20 days <br />Priority 4 <= 45 days <br />ATTY/AGR.2024.239/Dropcountr, Inc. (Dropcountr) (Page 27 of 28)