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f)A IT <br />S(%UAS <br />TIONS <br />interruption, based upon the amount of time the system was unavailable, Service Level Credits must be <br />requested in writing within ten (10) days of the interruption. <br />Trouble Resolution Procedure <br />1. Identify Trouble The City contacts Aquitas (see Suggested Contact Channels) or Aquitas identifies <br />trouble. Based on priority descriptions described Iby Aquitas (See Priority Levels & <br />Response Times), the City determines, Priority. <br />2, Diagnosis, Based on description bythe City, orinternal monitoring, Aquitas determines cause <br />and corrective plan of action, <br />3. Apply Resolution Based on the appropriate priority, Aquitas either applies the resolution or monitors <br />resolution efforts and provides updates to the City point of contact. <br />4. Recover & End Trouble After resolution is applied and any necessary recovery efforts are completed, the <br />City is contacted to see if the trouible is deemed to be resolved to his/her <br />satisfaction. <br />5. Follow up Where applicable, support issues will be reviewed by the appropriate Aquitas <br />personnel to ensure that the resolution was effective and to decide if any <br />precautionary measures can to be taken so that the trouble is not repeated. <br />Priority Levels and Response Times <br />The City shall designate in writing to Aquitas at least one (1), but no more than three (3) contacts that are <br />authorized to communicate with Aquitas in connection with support. The contact shall be fully qualified to use <br />the computer equipment and computer software programs installed on the City premises, and familiar with <br />accessing and using a web browser on the Internet. <br />Determination of the priority level of any issue, question, or interruption is determined by the City point of <br />contact. Once the circumstances are reviewed, Aquitas can suggest a change to this Revel, but any change must <br />be approved by the City point of contact. <br />Escalation <br />Aquitas is committed to resolving issues quickly and with minimal impact to the City operations. In:, order to <br />ensure total focus on the issue resolution process, Aquiitas provides an escalation procedure. This procedure is <br />based on issue, resolution, not simply start of action. If the issue is not resolved within the time period indicated <br />additional resources will be assigned as appropriate. <br />South Bend Maximo Migration to MaaS Page 35 of 36 Confidential <br />