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The escalated call to Level II requires Level II agent create a Resolution time will <br /> escalation to the Development team case for the follow the SLA table <br /> development team to below <br /> further investigate the <br /> incident <br /> Servrce:Level Agreement <br /> Incrtlent Description ResolutionrTrme' <br /> Critical This incident level is attained when the following Within the same <br /> conditions are met: business day <br /> - Complete inability to use the Platform; or <br /> - A reoccurring temporary inability to use <br /> the Platform <br /> High This incident level is attained when the following Within 24 hours <br /> conditions are met: <br /> - A significant degradation of the <br /> significant features or functions available <br /> or the Platform <br /> - Recent modifications to the Platform <br /> cause some significant features or <br /> functions to operate inconsistently <br /> Low This incident level is attained when the following These issues will be <br /> conditions are met: reviewed and prioritized <br /> - A minor degradation of some significant according to the severity <br /> features or functions; or a degradation of of the issue. An accurate <br /> some secondary features or function estimate will be provided <br /> occurs to the client within a week <br /> after the incident is <br /> reported <br /> 15 <br />