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:•.. <br />• <br />NZ <br />HIGHERGROUND <br />i[CHMO[OOv S0[OTIOHS <br />taken. HigherGround will open automated service tickets when the recording system delivers critical <br />alarms to our Center. <br />HigherGround Response Times for 24 Hour Support <br />Severity <br />Response Time <br />Resolution Time • <br />Local Business Day <br />Off Hours <br />Local Business Day <br />Off Hours <br />Severity 1 <br />Critical Failure <br />1 Hour <br />4 Hours <br />8 Hours <br />1 Business Day <br />Severity 2 <br />Major Failure <br />2 Hours <br />4 Hours <br />16 Hours <br />2 Business Days <br />Severity 3 <br />Minor Failure <br />1 Business Day <br />1 Business <br />Day <br />4 Business Days <br />4 Business Days <br />Severity 4 <br />Request for <br />Assistance <br />1 Business Day <br />1 Business <br />Day <br />As Agreed <br />As Agreed <br />When HigherGround responds to an alarm, we will attempt to notify Customer by phoning and/or <br />emailing the primary contact before connecting to the system. If the alarm is for a Critical or Major <br />Failure, the technician will still connect to the system and attempt to rectify the problem, even if the <br />primary contact does not respond. If the technician is unable to connect to the recording system using <br />the standard high-speed connection provided by Customer, response and resolution may be delayed. <br />Exclusions from 24 Hour Support <br />The following services are not covered under this maintenance agreement: <br />• System administration, including additions, moves and changes of phones or users. <br />• Support or maintenance of cabling, hardware or software not provided by HigherGround such <br />as routers, switches, phones, SPAN ports, PBXs or ACDs. <br />• Maintenance of the data network including ensuring Customer workstations can access the <br />recording system, ensuring HigherGround can access the system remotely, and ensuring the <br />system can deliver alarms to HigherGround via e-mail. <br />• Maintenance of all user workstations and domain user accounts, including ensuring that <br />workstations and users have appropriate permissions to access all features of the recording <br />system. <br />• Non-critical support or maintenance outside of Business Hours. <br />• On-site support or maintenance. <br />Hardware Support <br />If Hardware Support is included in this Maintenance Agreement, HigherGround will troubleshoot <br />hardware problems within the recording system including problems with hard drives, power supplies, <br />recording cards, NICs, etc. Our response times for hardware support will be the same as our response <br />times for software support. HigherGround will provide advanced replacement of defective hardware as <br />detailed in our RMA policy. HigherGround will be responsible for 3 -day shipment of replacement <br />V:zo17o816 Standard Maintenance Agreement CONFIDENTIAL Page 6 of ii <br />818.456.1600 • www.higherground.com • 21201 Victory Blvd, Ste 105, Canoga Park CA 91303 <br />HigherGround and the HigherGround logo are registered marks of HigherGround, Inc. <br />