Laserfiche WebLink
<br /> 90S <br /> Network Computing Corporation <br /> . SEVERITY 3 <br /> A minor or major function has become unworkable and there is an effective workaround; or the <br /> error is non material. <br /> . SEVERITY 4 <br /> An enhancement to the Licensed Software. <br /> 4. PROBLEM MANAGEMENT TIMETABLE <br /> (a) The problem resolution process for bugs or errors falling in the above categories will be managed by <br /> NCC in accordance with the following timetable. <br /> SEVERITY RESPONSE TIME TIME TO START TARGET FIX <br /> LEVEL ESCALATION TIME <br /> PROCESS <br /> 1 Target immediately and 24 elapsed hours 2 days <br /> less than 2 working hour. <br /> 2 Less than 8 working hours. 48 efapsed hours 5 days <br /> 3 Less than 48 elapsed hours. 48 elapsed hours 30 days <br /> 4 Less ,than 48 elapsed hours. Next Release Next Release . <br /> For Severity 1 errors NCC shall use its best efforts to fix the problem or provide an acceptable workaround <br /> within the target fix time. Unless an agreeable alternative can be reached by both parties, failure by NCC <br /> to correct or to provide workarounds allowing reclassification of Severity 1 errors within the specified Target <br /> Fix Time as set forth above shall necessitate NCC providing a full time resource working on the problem <br /> until it is resolved. In the event that NCC reclassifies any Severity 1 error to Severity 2 error within the <br /> Target Fix Time as defined above, Client agrees that it shall not thereafter invoke this Clause for as long <br /> as NCC continues to use their reasonable efforts to provide a fix or further workaround thereby enabling <br /> further reclassification. <br /> , <br /> If, after two (2) days of trying to reproduce an error, NCC is not able to reproduce an error reported by <br /> Client, the error shall be deemed un-reproducible and will be closed. <br /> If Client reports any error a second time (accompanied by a brief written description of the problem, <br /> a copy of the output in error, and any other reporting information that might be applicable) after said <br /> error has been reported to NCC and NCC has reported the error to be either un-reproducible or <br /> corrected, NCC shall, when reporting the error corrected a second time, include the following <br /> supporting documentation. <br /> 17 <br />