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RESPONSIBILITIES <br />Supplier Responsibilities <br />The Supplier will provide and maintain the IT system used by the Client. This Agreement between the <br />Supplier and the Client includes full details of these responsibilities. <br />Additionally, the Supplier will do the following: <br /> <br /> SaaS will be maintained at 99% uptime/availability or greater 24/7/365 <br /> Client i ncluding an <br /> Ensure relevant software, services and equipment are available to the <br />appropriate level of spares <br /> Respond to support requests within the timescales listed below <br /> Take steps to escalate and resolve issues in an appropriate, timely manner <br /> Maintain good communication with the Client at all times <br /> <br /> <br />ClientResponsibilities <br />The Client will use the Supplier-provided IT system as intended. <br /> <br />The Client is responsible for maintaining power and internet connectivity at all video offload locations on <br />the network. For offload via a Client approved third party or Supplier provided access point, the Client has <br />the option of either (a) organizing an independent internet connection via its local provider with a minimum <br />upload speed of 50 Mbps, or, (b) connecting the access point to its own network having a minimum internet <br />upload speed of 50 Mbps. Upon execution of this Agreement, as part of the deployment process, a network <br />assessment will be conducted of the Client’s upload speed for the transmission of data to the CJIS <br />Compliant Cloud. In most cases, the Client should budget for an increase to their upload speed with their <br />local carrier. <br /> <br />Additionally, the Client will: <br /> Notify the Supplierof issues or problems in a timely manner <br /> Provide the Supplier with access to equipment, software and services for the purposes of <br />maintenance, updates and fault prevention <br /> Maintain good communication with the Supplier at all times <br /> <br />GUARANTEED RESPONSETIMES <br />When a Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion. <br /> <br />Response Times <br />UA provides a 99% uptime/availability commitment. All systems have health monitoring that assures that <br />issues are typically addressed 24/7/365 by UA personnel before they become an impact to the performance <br />of the service. For support provided to the customer directly, UA has a tiered response to support that will <br />escalate the level of support depending on the situation. Tier 1 would be on-site support by the department <br />staff after they have been trained by UA, which will alleviate most day-to-day issues that may pop up. <br />Problems beyond Tier 1 scope will be escalated to Tier 2, which is phone-based support, and from there to <br />Tier 3, which is on-site technical support from a UA field engineer. The cost of the response time is included <br />in this Agreement. <br /> <br />While most support calls are handled immediately, Tier 2 issues have guaranteed response times as shown <br />below: <br /> <br /> <br />www.utility.com 250 E. Ponce De Leon Ave. | Suite 700 | Decatur, GA 30030 800-597-4707 <br /> <br />