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REV: 04-07-24 LF <br />Priority 3 — <br />Medium <br />Non-severe issue that requires follow-up. <br />Minor functionality affected, no critical <br />workflow blocked. <br />1 business day ≤ 20 business <br />days <br />Priority 4 — <br />Low <br />Non-critical issue, cosmetic defect, or <br />enhancement request. Corrected as time <br />permits. <br />2 business <br />days <br />≤ 45 business <br />days <br />4. Escalation Procedures <br />5. Reporting <br />Provider shall make available a monthly support summary upon request, including: number of <br />tickets by priority level, average response and resolution times, open ticket status, and any <br />recurring issues identified. <br />ESCALATIO <br />N LEVEL TRIGGER CONTACT <br />Level 1 — Support Team Initial contact for all issues Support Engineer via email, phone, or portal <br />Level 2 — Engineering Issue unresolved within initial response window, or technical complexity requires engineering involvement <br />Senior Engineer / Technical <br />Lead <br />Level 3 —Management Issue unresolved within 50% of resolution target, or <br />Cityrequests management escalation <br />Operations Manager — <br />KelseyShaner, (646) 305-9964 <br />ATTY/AGR.2026.096/TBD (Relocation Assistance Software) (Page 29 of 33)