Laserfiche WebLink
EXHIBIT A-1 <br />9ui!roaT Issue Pstoarr>Hna ANn Ttat>;rnves <br />TtCi$'r IRnSOLUTION TaaCS7'S <br />• New support incidents are assigned one of rite following levels, each with its respective standard ticket <br />resolution target: <br /> DescNptlon ~ <br />~ <br />Prl Levd C <br />e <br />tlon T <br />Priority 1 Fatal issues that result in the customer's inability to fulfill 1 business day <br /> critical busicess functlons (i.e. thou pertaining to core <br /> functlonality such as processing reg;ehations, memberships. <br /> rentals and that have no reasonable work-around <br />Priority 2 3eious issues sigoiflcantly impsctlog use of system but do 2 busittesa days <br /> nos vent core functlons from fulfllkd <br />Priority 3 All other issues, except those classified as D (I.ow); i.e. how- 3 business days <br /> to tl nciliatlon issues <br />Priority 4 Issues that ate not time-sanaitive as may be unde+taken as Nom <br /> cuatot~r service initiatives outside the scope of this <br /> A went <br />3[tRV[RS [QOT INQ,OD=pr <br />The following supplies and services aro excluded from Support and Mdobnaoce: <br />• Service which ate required to remedy problems that atom from changes to or defects in system <br />configtrcuion upon which the software wen originally imbued <br />• Swvicaa which are required to remedy problems which do not stem from any defect in the sofiwme <br />• Services which aro required to remedy problemm causal by lack of training of the cussotods' persooad <br />• Improper heaomeot or use of the software <br />• oosib a remote training aervicas <br />• Pull report cwtomiutioe service (Class) <br />• Dabbaaaspecific services or asaiatenca <br />supPOre aM MalMenatta handbook 2 <br />