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Proposal for The City of Mounds View, Minnesota <br />© 2016 Revize Software Systems. All Rights Reserved Page 25 of 59 <br />Training, Technical Support & <br />Hosting <br /> <br />Free Training Refresher <br /> <br />Should members of your staff resign or retire, Revize will provide a second refresher training for <br />your new staff members at no cost. The training would be followed by online video tutorials and <br />links to downloadable training manual, so you will never lack the knowledge required to manage <br />your website effectively. Our training team continuously improves our training materials to make <br />sure that we teach all the tricks and essentials necessary to edit the content of the site and build <br />new pages. The Revize support portal is accessible 24/7 to report any post-training issues so <br />that we can take care of it right away. <br /> <br />Service Level Assurance <br /> <br />Our clients expect their websites to be up and running 24/7. Revize is proud to boast an <br />impressive 99.99 percent uptime – the best in the industry. We constantly invest in the newest <br />technology and innovations to ensure the smooth running of your website. However, in the <br />highly unlikely event that your website is down for two hours or more, Revize will provide <br />monthly prorated credit equal to one day of your annual service contract (example: Annual <br />Service Contract divided by 365 days = daily credit). Each two hour increment will entitle you to <br />one day of credit. <br /> <br />Unlimited Technical Support <br /> <br />The Revize technical support staff is available to assist you with content management and <br />technical issues, ’round-the-clock, via either phone or email. You can contact Revize’s friendly <br />and knowledgeable support and customer service representatives 24/7 for assistance with our <br />website solutions including our content management technology, online interactive tools, <br />training and hosting services. Telephone support is available between 8 a.m. – 6 p.m. EST <br />Monday through Friday (excluding federal holidays); email support and our customer online <br />portal is available 24 hours a day 365 days a year. <br /> <br />Maximum Response Times: <br /> <br /> 1 hour for crisis issues <br /> 4-6 hours for critical issues <br /> 24 hours for normal issues