Laserfiche WebLink
Initial <br />Description of <br />Service <br />Severity <br />Examples <br />Response <br />Escalation <br />Level <br />Hours <br />Time <br />Critical site- <br />Site -wide Maximo <br />Less tha,n 2 <br />To VP, <br />Urgent <br />wide issues <br />7.6availability issue <br />24 X 7 <br />hours <br />Operations <br />after 4 hrs. <br />Affects <br />Critical error message <br />production or <br />that the City cannot <br />Less than 2 <br />To VP, <br />High <br />daily use of <br />24 X 7 <br />Operations <br />Maximo 7.6for <br />correct through the <br />hours <br />after 24 hrs. <br />all users <br />Maximo 7.6applications <br />the City has a "How do <br />Normal <br />Less than I <br />To VP, <br />User application <br />Low <br />1_" question or needs <br />Business <br />business <br />Operations <br />support <br />new user added. <br />Hours <br />day <br />after 72 hrs. <br />Examples are hot fix <br />Requested <br />and patch installations <br />Enhancement or <br />enhancement <br />and significant changes <br />Normal <br />Less than 1 <br />Prioritized an <br />Custornization <br />or <br />to the Maximo <br />Business <br />business <br />case -by -case <br />customization <br />7.61nstance <br />Hours <br />day <br />basis <br />t configuration <br />Contact <br />Primary Contact Information <br />Secondary Contact Information <br />Contact Method Availability <br />Method <br />(ordy if Prlirnairy falls) <br />Customer <br />513-661-8500 <br />Normal Business Hours <br />Support <br />678-235-4963 <br />or <br />or <br />Phone <br />866-362-4683 <br />247 for Emergency Support <br />Email <br />N/A <br />support proietech.com <br />Normal Business Hours <br />2qLetech.com customer- <br />Normal Business Hours <br />�u�rt.html <br />Support <br />solutions.com/support.htmi <br />or <br />Form <br />1 <br />247 for Emergency Support <br />Normal Business Hours: Sam —5pmEastern, Monday —Friday (excluding holidays) <br />Aquitaycan becontacted for support during normal business hours using any of the above contact methods. <br />Emergency requests may be submitted from the Customer Support Form on our website, but we recommend a <br />follow mpcall toour Customer Support Phone line toexpedite the process. <br />PLEASE N�TE: Email to the support inbox will NOT initiate after hours emergency support. The City must use the <br />CustmnnerSuppVrtFornmonUurvvebeitenrom@the[ustornerSuppoMLPhonetoneguestsmppmrt outside of normal <br />b�usincsshours. <br />Our Support Team nmonhonsall service and support issues. |fatany time the City isnot satisfied with the level 0f <br />617.513.0517 <br />South, Bend Maximo Migration to MaaS Page 36 of 36 Confidential <br />