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~f;' ; IYlOT0I4OL.4 <br />Essential Plus Services <br />1.8 Severity Level Response Goals <br />The response times are based on the defined severity levels as follows: <br />Seven Level Res onse Time <br />Severity 1 A Motorola SSC Technician will make contact with the customer technical <br />" representative within one hour of the request for support being logged in the <br /> issue managerrient system. Continual effort will be maintained" to restore the <br /> system or provide ,a workaround resolution. Remote. diagnostics can be <br />' conducted more quickly if the customer maintains a .connection to the SSC. <br /> Response provided 24 x 7. - <br />Severity 2 A Motorola SSC Technician will make contact with the customer technical <br /> representative within four hours of the request for support being logged at the <br /> issue management system. Response provided 8 x 5 on standard business days, <br /> which is normally Monday through Friday 8AM to SPM, excluding US Holidays. <br />Severity3 ?' A Motorola SSC 'Technician will .make contact with the customer technical <br />_~ - representative within -the' next .business d"ay of the request for support being <br /> logged at the issue.management'system. Response provided 8 x 5 on standard <br /> business, days, .which' is normally Monday 'through Friday 8AM to SPM, <br /> excluding US Holidays. <br />Severity4 A Motorola SSC Technician will make contact with the customer technical <br /> representative within the next business day of the request for support being <br /> logged at the issue management system. Response provided 8 x 5 on standard <br /> business days, which is normally Monday through Friday 8AM to 5PM, <br /> excluding US Holidays. <br />Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 <br />property name. 10-56 <br />