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clients to-communicate the level of urgency or priority of software support issues so that we can respond appropriately. <br /> A software support incident can be escalated by any of the following methods: <br /> (1) Telephone.—for immediate response, call toll-free to either escalate an incident's priority or to escalate an issue <br /> through management channels as described above. <br /> (2) Email -clients can send an email to software support in order to escalate the priority of an issue <br /> (3) On-line Support Incident Portal-clients can also escalate the priority of an issue by logging intothe client <br /> incident portal and referencing the appropriate incident tracking number. <br /> Remote Support Tool <br /> Some support calls require further analysis of the client's database, process or setup to diagnose a problem or to assist. <br /> with a question.Tyler will; at its discretion, use an industry-standard remote support tool.Support is ableto quickly. <br /> connect to the client's desktop and view the site's setup, diagnose problems,or assist with screen navigation. More <br /> information about the remote support tool Tyler uses is available upon request. <br /> Amendment-Pleasanton CA-Brazos-JW 1.1.18.19(2019-29730 11.15).doc <br />