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<br /> <br />EXHIBIT B <br /> <br />Support Plan <br />( Confidential) <br /> <br />This support Plan is a Statement of Work thai provides a description of the support to be performed. <br /> <br />]. Services Provided: The Services provided are based on the Severity Levels as defined herein. Each <br />Severity Level defines the actions that will be taken by Seller for Response Time, Target <br />Resolution Time, and Resolution Procedure for reported errors. Response Times for Severity <br />Levels) and 2 are based upon voice contract by Customer, as apposed to written contact by <br />facsimile, email, or letter. Resolution Procedures are based upon Seller's procedures for Service as <br />described below. <br /> <br />SEVERITY DEFINITJON TARGET TARGET <br />LEVEL RESPONSE RESOLUTION TIME <br /> TIME <br />1 Total System Failure - occurs when the System is not Telephone Resolve within 24 hours of <br /> functioning and there is no workaround; such as a conference within ] initial notification. <br /> Central Server is down or when the workflow of an hour of initial voice <br /> entire agencv is not functionim". notification. <br />2 Critical Failure - Critical process failure occurs when a Telephone Resolve within 7 Standard <br /> crucial elemelll in the System is nOl functioning lhal conference within 3 Business Days of initio] <br /> does not prohibit continuance of basic opemlions and Standard Business notification. <br /> there is usually no suitable work-around. Note that this HOUTS of inilial <br /> mav not be aonlicabk 10 interminent nroblems. voice notification. <br />3 Non-Critical-F<li]ure - Non-Critical p<lrt or component Telephone Resolve in next Supplemental <br /> failure occurs when II System campanelli is n01 conference within 6 Release within 180d<lYs <br /> functioning, but the System is still use<lble for its Standard Business following verification, <br /> illlended purpose, or there is a reasonable workaround. Hours of initial <br /> nOlification. <br />4 Inconvenience - An inconvenience occurs when Telephone Resolve in a future <br /> Syslem causes a minor disruption in the way tasks are conference within 2 Supplement<ll Release. <br /> perfonned but does not stop workflow. Standard Business <br /> Days of in ilia I <br /> nolification. <br />; Customer request for an enhancement 10 System Se]Jer'~ ProduCl If accepted,. a release date will <br /> functionality is submilled 10 Seller's Product Management be provided with a fee <br /> M<lnagemem for review_ response within schedule,. when appropri<fte. <br /> J 20 Standard <br /> Busines~ Davs. <br /> <br /> <br /> <br />Law Enforcement Technology Group, LLC (LETG) <br />]95] Woodlane Drive <br />Woodbury, MN 55125 <br />Phone 763-208-799] <br />