Laserfiche WebLink
IM <br />Appendix 2 to Schedule 2 — Service Level Agreement (SLA) <br />Support Services shall be provided during Working Hours which are the hours during a Working Day <br />(8:00am — 5:00pm EST Monday through Friday excluding Civica U. S. observed holidays). <br />Support Services are described in Appendix 1 to Schedule 3. <br />All requests for Support Services must be reported to the Civica's Service Desk for resolution. <br />A given problem will be judged against each of the characteristics to make an overall assessment of which <br />severity level (either critical, high, medium or low) best describes the problem. <br />Civica's Level 1 support agent and the Customer jointly determine the initial severity rating for the reporting <br />of the problem. Civica's Level 2 and level 3 support personnel may then modify the assigned severity level <br />after the report is passed to them. <br />The characteristics below do not cover work order requests. Severity levels for work order requests carry <br />a different set of characteristics and weightings. Work order requests are not covered as part of this SLA. <br />Functionality is <br />Functionality is not <br />Functionality is not <br />Functionality may <br />completely blocked <br />working as expected <br />working as expected <br />not be exact, <br />or system is not <br />and any <br />and an acceptable <br />however, the <br />working and the <br />Workaround would <br />Workaround can be <br />application and <br />application cannot <br />be highly <br />leveraged. <br />system are still <br />work at all. <br />inconvenient, <br />working with <br />however other <br />accurate results. <br />modules within the <br />application are still <br />working. <br />Workaround <br />There is no work <br />There is a temporary <br />There may or may <br />There may or may <br />around to the <br />workaround to the <br />not be an acceptable <br />not be an <br />problem <br />problem (i.e. the job <br />workaround to the <br />acceptable <br />immediately <br />can be performed in <br />problem. <br />workaround to the <br />available (i.e. the job <br />some other way). <br />problem, however, <br />cannot be <br />the application and <br />performed in any <br />system are still <br />other way). <br />working with <br />accurate results. <br />Response Time (A technical resource has evaluated the issue and acknowledged with the <br />Customer <br />Within one (1) <br />Within four (4) <br />Within eight (8) <br />Within sixteen (16) <br />working hour. <br />working hours. <br />working hours. <br />working hours. <br />Mayfield Village - August 2020 Contract Terms & Conditions.docx <br />Commercial in Confidence <br />Page 17 of 19 <br />