02 - Laserfiche WebLink

• çiOa O F T W A R E Security patches and necessary upgrades are scheduled upon immediate discovery- normally within a few hours of being brought to our team's attention. We assist onsite tech staff with all updates as part of the annual maintenance including all new features added (for other clients and as part of our normal ongoing development cycle)for the modules and systems you have purchased. The impact on your staff is normally no more than a few hours in total. Customer support Civica has a standard schedule for providing support and maintenance for Civica CMS. These deliverables are: Priority 1: Emergency Severe application problem resulting in complete work stoppage for a large number of your staff. Or, complete loss of service to either Web site or intranet(application-related site outage). Access to key points of contact is available 24 hours a day. Response: 30-60 minutes during prime hours (M-F 8AM -6PM) 60-120 minutes off-hours, holidays and weekends Onsite response (if needed)within 4 hours Resolution: 4-12 hour resolution time Notifications: Project Manager is given a detailed report by the Civica on-call technician (for off hours only) and distributes to the IT Manager. Update: Hourly or as scheduled with Civica Examples: Web server is up but application non-functional. SQL-server errors not related to hardware Patch updates from vendor or Microsoft cause incompatibility resulting in service outage Priority 2: High Application or service is available, but in a degraded mode. Work around is feasible or loss of service for short time is acceptable. Impacts a small group or complete work stoppage for an individual Response: 2-4 hours during prime hours (M-F 8AM -6PM) Resolution: 3-5 business days Update: Daily or as scheduled with Civica Examples: Site is operational, but search, calendar or other modular functionality is non- operational or impaired Presentation layer is up but back-end is non-operational Priority 3: Medium Moderate business impact; issues have affected customer productivity. Work around may exist or problem is for non-business-critical task. Response: 8 hours Resolution: 5 business days Update: Staff is notified when Civica completes repair Examples: File attachments won't upload. Presentation layer is not rendering correctly Priority 4: Low Limited business impact. Request can be scheduled. Response: 2-3 business days Resolution: As scheduled by Civica Update: Staff is notified when Civica completes repair Examples: Programmatic change to back-end to improve efficiency Programmatic change to front-end Distribution of all patches and upgrades. PLEASANTON-WEB SITE-REDESIGN-02 13 of 13