R2003-37 AUTHORIZING AGREEMENT - Laserfiche WebLink

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Exhibit 2 Su�port Call Process Goal: To provide an efficient process that will assure timely call closure and response to clients and on-site trainers, resulting in high-level customer satisfaction. Process: 1. The MUNIS�Technical Support department is divided into four product specific teams with a separate team for OS/DBA contract clients. When you call into MUNIS (800-257-7254) and dial "3" for Support,you hear a message asking you to press"1" for the Financials Team, "2"for the Payroll Team, "3" for the Tax Team and"4" far the Utility Billing Team. If you have contracted for OS/DBA Support,press "5". Creating "product specific" teams allows a Technician to focus on a group of modules rather than learning all MUNISOO products. A team of Support Technicians assigned to specific MUNISO products will handle your calls. Each product support team provides technical phone support coverage from 8:00 AM—6:00 PM(Eastern Standard Time) Monday—Friday. OS/DBA Support is available from 8:00 AM—6:00 PM (EST)Monday—Friday. 2. When you call MUNIS Support your call will be answered incoming by a support technician, or you will be transferred into the support voice mail. We capture at least 70% of our daily calls incoming, which means you will often be able to start � working with a support technician immediately when you call. I� TIP**When you are leaving messages on the support voice mail, make sure the following information is in the message: -Your name and the site you are calling for/from -A phone number where you can be reached,or the site phone number -The name of the contact person who will be working with support to resolve the problem -Leave as much detail as you can about the issue(i.e.:program,error message) -If this is an urgent issue (i.e., you cannot proceed with your payroll, year-end process or W2's until you talk to someone)articulate this in the message 1