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<br />Consulting Services Agreement between City of San Leandro and Last revised June 26, 2020 <br />Ethosoft, Inc. for Laboratory Information Man agement System Exhibit A – Page 10 of 10 <br /> <br />3.1 All support cases will receive a ticker number for incident tracking. Support incidents will <br />be characterized as Production down, High, Medium, or Low priority issues. <br />3.2 Support response times are within 1 hour for customer production down issues during <br />normal support hours. <br />3.3 Support response times are within 2 hours for customer high priority issues during normal <br />support hours. <br />3.4 Support response times are within 6 hours for customer medium priority issues during <br />normal support hours. <br /> Support response times are within 1 day for customer low priority issues during normal support <br />hours. <br />DocuSign Envelope ID: 0FAAC8A1-7B66-41D1-8DBF-9ED853BC0612