Laserfiche WebLink
<br />Miami-Dade County <br />Service Level Agreement <br /> <br />Article 4. Service Level Standards <br /> <br />A. Frequencv/Response Time <br /> <br /> <br />Web analytics <br /> <br />Monthly <br /> <br /> <br />Troubleshootin <br />Backups <br /> <br />As the occur <br />Monthly <br /> <br />Formatrr emplate <br />U dates/Site Reor anization <br />Graphic Assistance <br /> <br />As needed <br /> <br />As needed <br /> <br />Special Interactive Features <br /> <br />As needed <br /> <br />Article 5. Customer SUDDort <br /> <br />The City will be assigned a MDC Account Manager who is the City's single point of contact for any issues <br />regarding the System, e.g., content changes, system upgrades, and technical support <br /> <br />A. Hours of Contact <br /> <br />Normal Business Monday through Friday from 8:00 A.M. until 5:00 P.M. EST <br />Hours: <br />Holidays and After Support Pager (used only for Critical problems) <br />Hours Emeroencies: <br /> <br />B. Accessibility of the MDC Account Manager <br /> <br />1. Phone <br /> <br />The MDC Account Manager is accessible during normal business hours. If the assigned MDC <br />Account Manager is not available at the time of the call, the City can leave a voice mail message <br />and the MDC Account Manager will respond within 4 business hours. If a voice mail message is <br />left after normal business hours, the MDC Account Manager will return the call by 10:00 A.M. EST <br />the next business day. <br /> <br />4 <br />