17 - Laserfiche WebLink

The issue begins the latter of these two (2) events: • When MaintStar Support answers the phone call reporting an issue during Normal Support Hours, from a Designated Support Contact or the customer sent e-mail received during Normal Support Hours. WHEN THE ISSUE ENDS — the issue ends when the Supported Application comes back up. SUPPORT AVAILABILITY — is during Normal Support Hours. Compliance means providing a response within one to four hours of the Issue Beginning for Severity one (1) issue (see table below). For lower priority issues, MaintStar will respond within eight (8) business hours. BEST EFFORTS — means that MaintStar will provide best efforts to use all resources at our disposal to resolve the issue as quickly as possible. We cannot guarantee exactly how long this will be, and it will vary depending upon the nature of the outage. Certain outages caused by an Act of God (beyond anyone's reasonable control) may take longer to resolve than others. PRIORITY OF THE ISSUE — as used in Redmine is define as follows: Priority Description Example 1 Emergency System is down 2 Immediate A problem with no workaround, but normal business operations are working 3 High A problem with a workaround, which is cumbersome 4 Normal A cosmetic or minor problem with no workaround 5 Low A cosmetic or minor problem with a workaround PROCEDURE TO REPORT AN ISSUE — the Customer is responsible to report an issue. This can be done in two (2) ways: • Call (800)- 255-5675 during Normal Support Hours • Use Support.Maintstar.com during MaintStar Off Hours *Note Severity one (1) issues must be reported using this website FORCE MA TEURE — Neither party shall be responsible for delays or failures to provide neither timely services nor obligations herein if such delay arises out of causes beyond its control. Such causes may include, but are not restricted to, acts of God or of the public enemy, fires, floods, epidemics, riots, quarantine restrictions, strikes, freight embargoes, earthquakes, electrical outages, computer or communications failures, and severe weather, and acts or omissions of subcontractors or third parties ("Force Majeure Event"). The party prevented from performing its obligations or duties because of a Force Majeure Event shall promptly notify the other party of the occurrence and particulars of such Force Majeure Event and shall provide the other party, from time to time, with its best estimate of the duration of such Force Majeure Event and with notice of the termination thereof. The parry so affected shall use commercially reasonable efforts to avoid or remove the