07 - Software Service Agreement - Laserfiche WebLink

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Sensus Technical Support will make every reasonable effort to meet the following response and resolution targets: Response ^^'Standard Target Resolution .. Resolution one or more ft _... following)� M....m. Seve ` Standard Ta _ et ( of the — es Immediately assign trained and qualified ' Satisfactory workaround is provided. Services Staff to correct the error on an 0 Program patch is provided. 1 30 Minutes expedited basis. Provide ongoing 0 Fix incorporated into future release. communication on the status of a 0 Fix of workaround incorporated into correction (24 hours). SalesForce Knowledge Base. ---- - _..— – �-----Satisfactory workaround is • provided. Assign trained and qualified Services . Program patch is provided. 2 4 hours Staff to correct the error. Provide . Fix incorporated into future release. communication as updates occur (48 hours). 0 Fix or workaround incorporated into SalesForce Knowledge Base. ................. ........ _.m ... --- _- - _..m _�..... Answer to question is provided. • Satisfactory workaround is provided. 3 1 Business Day 30 business days • Fix or workaround incorporated into SalesForce Knowledge Base. • Fix incorporated into future release, .. �_._,,...n_..... ....._ m...... _.—...... 6. Problem Escalation Process. 6.1. If the normal support process does not produce the desired results, or if the severity has changed, the issue may be escalated as follows to a higher level of authority. 6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours. 6.1.1.2. A customer may escalate an issue by calling 1-800-638-3748, Option 2. Please specify the SalesForce ticket number and the reason why the issue is being escalated. 6.1.1.3. In the event that a customer is not satisfied with the level of support or continual problem with their products, they may escalate a given SalesForce ticket to Manager of Technical Services (1-800-638-3748, Option 2). 7 General Support Provisions and Exclusions. 7.1. Sensus provides online documentation for Sensus products, and all Sensus customers are provided access to this online database, which includes operation, configuration and technical manuals. The customer shall provide names and email accounts to Sensus so Sensus may provide access to the product documentation. 7.2. Specialized support from Sensus is available on a fee basis to address support issues outside the scope of this support plan or if not covered under another specific contract or statement of work. For example: specialized systems integration services or out of warranty network equipment repair. Confidential I Page 12 of 12