Common use of Call Tracking and Response Clause in Contracts

Call Tracking and Response. ImageSoft’s help desk shall track all Customer notifications and categorize them as follows: Type Description Response Time Critical An issue has been identified and is either causing a significant portion of the system to be unusable, or is significantly affecting Customer productivity and no workaround is available. These calls are addressed before all others. 1 business hour High An issue has been identified and is either causing a significant portion of the system to be unusable, or is significantly affecting Customer productivity, however, a workaround is available. 4 business hours Medium An issue has been identified but is not significantly affecting Customer productivity. 8 business hours Low System is operating as documented; however, Customer has requested a change to the system or Customer has requested General Assistance or Advice. 24 business hours ImageSoft will record information in a concise manner in an internal issue tracking database. A summary report will be provided to Customer upon request of the notifications that have been received. Once an ETN is assigned then ImageSoft will respond to Customer notifications within the timeframes shown above. Response will include attempting to make direct contact with the Party that submitted the notification. Direct contact will first be attempted via telephone or pager. Secondly, an e-mail may be sent or another Customer party may be contacted. The course of action will vary depending upon the nature and severity of the notification.

Call Tracking and Response. ImageSoft’s help desk shall track all Customer notifications and categorize them as follows: Type Description Response Time Error: Critical An issue Error has been identified confirmed and Error Tracking Number has been assigned. The Error is either causing a significant portion of the system to be unusable, unusable or is significantly affecting Customer productivity and no workaround is availableproductivity. These calls are addressed before all others. 1 4 business hour High An issue hours Error: Non-critical Error has been identified confirmed and is either causing a significant portion of the system to be unusable, or is significantly affecting Customer productivity, however, a Error Tracking Number has been assigned. A workaround is available. 4 business hours Medium An , or the issue has been identified but is not NOT significantly affecting Customer productivity. 8 business hours Low Inquiry System is operating as documented; however, Customer has requested a change to the system or Customer has requested General Assistance or Advice. 24 business hours ImageSoft will record information in a concise manner in an internal issue tracking database. A summary report will be provided to Customer upon request of the notifications that have been received. Once a notification is received from Customer, regardless of whether an ETN is assigned then assigned, ImageSoft will respond to Customer notifications within the timeframes shown above. Response will include attempting to make direct contact with the Party that submitted the notification. Direct contact will first be attempted via telephone or pager. Secondly, an e-mail may be sent sent, or another Customer party may be contacted. The course of action will vary depending upon the nature and severity of the notification.