Laserfiche WebLink
A <br />R [# <br />+ • <br />R <br />F +i <br />HIGHERGROUND <br />HigherGround Response Times for Business Day Support <br />Severity <br />Response Time <br />Resolution Time <br />Local Business <br />Off Hours <br />Local Business <br />Off Hours <br />.Day <br />Day <br />Severity 1 <br />1 Hour <br />Next Business Day <br />8 Hours <br />i Business Day <br />Critical Failure <br />Severity 2 <br />2 Hours <br />Next Business Day <br />16 Hours <br />2 Business Days <br />Major Failure <br />Severity 3 <br />1 Business Day <br />Next Business Day <br />4 Business Days <br />4 Business Days <br />Minor Failure <br />Severity 4 <br />1 Business Day <br />Next Business Day <br />As Agreed <br />As Agreed <br />Requestfor <br />Assistance <br />When HigherGround responds to an alarm, we will attempt to notify Customer by phoning and/or <br />email ing the primary contact before connecting to the system. If the alarm is fora 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 Business Day 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 />• Support or maintenance outside of Business Hours. <br />+ On-site support or maintenance. <br />24 Hour Support <br />HigherGround will provide Routine Remote Maintenance Services during the Business Day (8am — 6pm <br />local time). HigherGround will provide Critical Remote Maintenance Services as needed, 24 hours a day. <br />Requests for service under this agreement may be initiated by calling the HigherGround Client Support <br />Center at (818) 251-5277 or sending an e-mail to service@ higherground. com. All requests must include <br />a detailed description of the issue being reported and any diagnostic or corrective actions already <br />V:2oi7o816 Standard Maintenance Agreement CONFIDENTIAL Page 5of11 <br />828.456.i600+www.higherground.com+ 222oi Victory Blvd, Ste io5, Canoga Park CA 91303 59 <br />HigherGround and the HigherGround logo are registered marks of HigherGround, Inc. <br />