2020 038 RESOLUTION - Laserfiche WebLink

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Resolution Effort Continuous Target resolution Target resolution Target resolution resources, up to 8 within three (3) within thirty (30) within sixty (60) working hours per Working Days. calendar days or calendar days or Working Day, until any other mutually any other mutually resolved. agreed date. agreed date. Below are general examples regarding the classification of severity levels. In addition, Civica will take into consideration the Customer's deadlines and other special circumstances when classifying the severity of a problem. Severity A Emergency, problem hinders real time business operations of Customer e.g.: • Server Down. • Beta Customers. • Cannot log onto the Software (system wide). • Data recovery, account backup or archiving failures for business critical information. • Report or Form Printer not responding or ALL printers not responding. • Paycheck, Direct Deposit, and other real time check printing errors. • Real Time Cash Processing between Client and their Customers. • Bill processing errors, docket/scheduling crisis, income tax statement printing. • Data format changes for cross-platform/agency transfers, i.e. 911 and Direct Deposit transmissions. Upload/Download errors Tor critical electronic data. • Update loading failure. Severity B Customer can continue with business operations. • Report problems for Federal, State, Pension Plan, Auditors, Councils, and Courts. • Other Reporting problems with longer than 24 hour deadlines. • Hung Ports, Record Locks, Phantom Users, Access failure or additions. • Month end balancing, voiding checks. • Document/Image scanning, posting, viewing and cross-reference errors. • Auto response tables for CAD not displaying correct units. • Secondary printer malfunction. Secondary PC workstation networking/Samba problems. • Backup Tape/File-Save Problems, restoring accounts from previous years. • General application function and strategy questions. • Data entry errors that result in a non -user serviceable solution. • Control record flag alterations. Terminal maintenance adjustments. Severity C & D Customer's day to day business operation unaffected • Pension, Tax Rate, Utility Billing, Court, Payroll Deduction rate changes. • User defined report /download development. • Addition of Hardware. Addition of User/License. • Long Term Questions on product implementation strategies. • Defect resolution after Work -Around prescribed. Mayfield Village - August 2020 Contract Terms & Conditions docx Commercial in Confidence Page 18 of 19