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ATTACHMENT B <br />SERVICE DESCRIPTIONS <br />PREMIUM TECHNICAL SUPPORT (PTS) <br />1. Service Description. Provides technical assistance to answer questions and help resolve issues. <br />Provides support renewals for Third -Party software licenses as needed to provide the Services, <br />and support renewals for server and networking equipment used in the Designated System. <br />2. Service Request. Customer's Point of Contact shall follow Section 111.7 ("Service Request <br />Procedure"), and specifically call 1,311arris' Technical Assistance Center (TAC) at 1-800-528- <br />7711 or email PSPC—TAC@L3Harris.com. <br />3. Levels of Technical Assistance Support: <br />a. Level l First Line Support. Means telephone helpdesk or answer center receiving Customer's <br />inbound Service Requests via phone, web forms, or email. L311arris' Authorized Dealer's <br />service representatives will log, categorize, prioritize, and route incidents reported by <br />Customers and can implement basic, documented break -fix tasks. <br />b. Level 2 Second Line Support. Means troubleshooting of Service Requests via L311arris <br />documented processes and workflows and maintaining a Run -Book which is used to record <br />Service Requests, resolutions, and assists in collaborating with any other support or <br />dependency groups in case the incident has linkage to other support personnel or outside <br />vendors. <br />c. Level 3 Third Line Support. Means detailed troubleshooting of Service Requests by L3Harris <br />technical experts who resolve issues that are typically difficult or subtle; participate in <br />management, prioritization, minor enhancements, break fix activities, problem management, <br />stability analysis; subject matter experts in technology platforms. If a fix involves a major <br />enhancement or a development, the problem is transferred to L3Harris engineering. 1,311arris <br />engineers may require root or administrator access to the Designated System. <br />d. Level,4 Product and Vendor Support. Means direct support by L3Harris or vendor product <br />architects, engineers, software developers, or hardware designers. The Service Request <br />escalation process may involve product bugs, detailed configuration requirements, or other <br />expert level guidance. Level 4 support is subject to the limitations of Third -Party Support <br />Agreements and as indicated under the General Terms and Conditions section of this <br />Agreement. <br />4. L3Harris Responsibilities: <br />a. Provide Customer with 24x7x365 Level 2 Line Support through Level 4 Product and Vendor <br />Support for resolving issues with the Equipment. <br />b. Respond to non -Emergency Calls within two (2) hours from the time -of -Service Request <br />c. Respond to Emergency Calls within one (1) hour from the time -of -Service Request. <br />d. Provide Customer with access to Tech -Link. <br />e. Manage Third -Party Equipment and software subscription services and licenses to ensure <br />Customer can receive, as applicable, Security Updates, Operating System Patches, Level 3 <br />Third Line Support, and Level 4 Product and Vendor Support for Third -Party Equipment and <br />its software as included in the Equipment List. Subject to the limitations of Third -Party <br />Support Agreements and as indicated under the General Terms and Conditions section of this <br />Agreement, this includes the purchase of Third -Party software subscription renewals and <br />software licenses when necessary to provide the Services. Additionally, this includeq� % <br />purchase of support renewals for server and networking equipment used in the Design eut- <br />System. <br />