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'40' <br />Systems APP, 2018 Systems & Software Support Program Guidelines <br />& Software <br />Escalation of Issues: <br />Escalation Path 8:00 AM — 5:00 PM Customer Local Time — Monday — Friday <br />If you do not receive a response within, the given tirnefrarne, please escalate to the next <br />level. <br />Expected Response Time <br />— 2 Hours <br />Escalation Level — <br />S&S Support <br />800.655.8810 <br />1 <br />Desk <br />or sou pport@s�Livt qL <br />M <br />Shostopper Issue <br />*wResponse <br />Time — 15 <br />minutes <br />Expected Response Time <br />Manager of <br />802.735.6677 <br />— 1 Hour <br />Escalation Level — <br />Support, <br />or kite le—LqJLQr@§aY1,g0--m <br />2 <br />Kiley <br />_y <br />Showstopper Issue <br />Fletcher <br />Response Time — 15 <br />minutes <br />Expected Response Time <br />Vp, <br />802.233.2959 <br />— 1 Hour <br />Escalation Level — <br />3 <br />Operations, <br />or katela iylqom <br />Showstopper Issue <br />Kate Labor <br />Response Time — 15 <br />minutes <br />A01111, <br />426 Industrial Avenue <br />CONFIDENTML Williston, VT 05495 <br />Systems <br />www.SSM.Corri <br />8C S of tware <br />P: 802-865-1170 <br />f: 802-865-1171 <br />Page 7 <br />