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A/00/1111/1"I/r/1 /",/ <br />, , I , 0000 2018 Systems & Software Support Program Guidelines <br />Systems <br />steomS <br />ftware <br />After Hours Support Contact Info (if Purchased): <br />Methodls of Contact for Client Support Desk <br />• Phone @ 800.655,881:0 <br />• Email — suppoq�corrr (please note that if an issue is sent to an individual team, member or <br />to any other e-mail address, S&S cannot guarantee a response) <br />• Please do not email if you have a shiowstopper issue <br />Escalation Path 5:00 PM — 8:00 AM Customer Local Time — Monday — Friday <br />If you do not receive a response within the given timeframe, 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 supportAssivt.corin <br />*Showstopper Issue <br />Response 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 killev.fietcher@ssivt_.com <br />2 <br />Kiley <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 />Operations, <br />or kKate.labor@ss�vt.com <br />',Showstopper Issue <br />3 <br />Kate Labor <br />Response Time — 15 <br />minutes <br />iiilii "to pre <br />Jo <br />426 Industrial Avenue <br />CONFIDENTIAL WlIliston, VT 05495 <br />Systems <br />& Software <br />AW_W1�s;s_1vL9_0_M <br />ia; 802-865-1170 <br />f: 802-8,65-1171 <br />Page 8 <br />