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REV: 04-07-24 LF <br />EXHIBIT G <br />SCHEDULE OF SUPPORT SERVICES <br />Provider will provide support to City to resolve errors with the SaaS Solution in accordance with <br />the following schedule: <br />Critical – Priority 1 Issue is critical to the City – City staff and/or users can’t access the <br />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 <= 1day <br />Priority 2 <= 7days <br />Priority 3 <= 20 days <br />Priority 4 <= 45 days <br />1. Support Hours <br />Business Hours Support: Monday through Friday, 8:00 AM – 5:00 PM Pacific Time (excluding <br />federal holidays) <br />After-Hours Coverage: Priority 1 (Critical) issues may be reported via email at any time and will <br />be acknowledged within 1 hour during business hours on the next business day <br />2.Support Channels <br />Email: support@concoursetech.com <br />Phone: (646) 305-9964 <br />Support Portal: Online ticketing system accessible via the Staff Portal <br />3.Priority Levels & Resolution Times <br />PRIORITY DEFINITION RESPONSE <br />TIME <br />RESOLUTION <br />TARGET <br />Priority 1 — <br />Critical <br />City staff and/or users cannot access the SaaS <br />Solution. Complete system outage or data loss <br />event. <br />1 hour ≤ 1 business day <br />Priority 2 — <br />High <br />Significant functionality is impaired but a <br />workaround is available. Major feature <br />unavailable. <br />4 hours ≤ 7 business days <br />ATTY/AGR.2026.096/TBD (Relocation Assistance Software) (Page 28 of 33)