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Software, Severity 3 <br />Any and all errors which, individually or <br />collectively with other errors, disable only <br />certain non-essential functions of the <br />Resolution <br />Software and are deemed by Licensee or <br />any of its users to have degraded operation <br />of the Software. <br />Software, Severity 4 <br />All other errors not appropriately classified <br />as Severity 1, Severity 2 or Severity 3 and <br />are deemed by Licensee or its permitted <br />user as having a limited impact on the <br />operation of the Software. <br />(b) ESi shall make all commercially reasonable efforts to resolve Customer Support Tickets <br />in accordance with the following schedule: <br />Rev 01/13/2014 <br />Acknowledgement of <br />Customer Support Ticket <br />Resolution <br />ASP1 <br />Within 30 minutes <br />Failover to redundant ASP <br />environment and/or correction of error <br />as soon as possible. <br />ASP2 <br />Within 2 hours <br />Failover to redundant ASP <br />environment and/or correction of error <br />as soon possible. <br />Software, Severity 1 <br />Within 1 hour <br />Delivery by ESi of a patch, <br />workaround or temporary fix and <br />revised documentation to Licensee <br />within 1 business day;and <br />Delivery by ESi of the object code fix <br />or other permanent fix and revised <br />documentation to Licensee within 10 <br />business days. <br />Software, Severity 2 <br />Within 4 hours <br />Delivery by ESi of a patch, <br />workaround or temporary fix and <br />revised documentation to Licensee <br />within 3 business days; and <br />Delivery by ESi of the object code fix <br />or other permanent fix and revised <br />documentation to Licensee within 20 <br />business days. <br />Software, Severity 3 <br />Within 1 business day <br />Delivery by ESi of a patch, <br />workaround or temporary fix and <br />revised documentation to Licensee <br />within 10 business days; and <br />Delivery by ESi of the object code fix <br />Rev 01/13/2014 <br />