Laserfiche WebLink
Table 1: Response <br />Matrix <br />Any site inoperable <br />Severity <br />25% of system switches inoperable <br />24x7x365 <br />Level 1 <br />25% of site channels inoperable. <br />Within thirty (30) minutes to notify <br />.(Major <br />25% of dispatching capability is inoperable. <br />designated personnel. <br />Failures) <br />Any major alarm that is leading to an inoperabl <br />state of 25%. <br />Moderate issues that prevent a customer's <br />normal use of Equipment. <br />Severity; Level 2 <br />Single site channel or subsystem inoperable <br />24x7x365 <br />(1Vloderatefailures) <br />(single region) <br />Within thirty (30) minutes to notify <br />Individual dispatch console inoperable <br />designated personnel. <br />Individual dispatch control stations inoperable <br />Minor alarms that do not prevent or prohibit use o <br />Equipment. <br />Operational, parts, and configuration questions <br />Site environmental alarms <br />Next Business Dav <br />Severity <br />Intermittent problems being reviewed or <br />Within the next business day noti <br />Level 3. <br />monitored that are not resulting in a Severity <br />designated personnel. <br />(Non- <br />Level 1 or Level 2 issue. <br />Emergency) <br />Scheduled or routine maintenance <br />administrative issues. <br />Preventive maintenance protocol or questions. <br />EXCLUDED ITEMS <br />The SOWS listed above include the Services to be provided specifically on the Equipment listed above. <br />The below listed items are excluded from these Services. Customer may request that Ci perform services <br />on the below listed items and Ci will prepare a Demand Services quote to provide those services. <br />• Civil maintenance on Tower, Shelter, Fences, Landscaping and Environmental Systems. <br />• Not active spares equipment. Spare equipment used in active service are covered in the listing of <br />Covered Items. <br />• Software Installation or Services related to Software. <br />• Hardware or Software procurement, installation, or Services due to compatibility. <br />• Any other existing network or system infrastructure or equipment not provided by Ci. <br />• Logging recorders <br />39 <br />