Platform as a Service Kofax Enterprise E-Fax Service Description Kofax E-Fax allows customers to send/receive faxes electronically from email clients, desktop computers or Service Levels hosted applications. Priority Levels and Allowable Response What is Included Times Critical– within 30 minutes to Send faxes through email (Supports respond to customer file attachments) High– up to 8 to respond to Receive faxes through email as tiff or customer pdf attachments Medium– up to 24 hours to Send faxes from SAP respond to customer Send/Receive faxes from web based Low– up to 48 hours to respond applications to customer Send/Receive from File Servers Time” is defined as the time “Response between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None
Platform as a Service Kofax Enterprise E-Fax Service Description Kofax E-Fax allows customers to send/receive faxes electronically from email clients, desktop computers or hosted applications. What is Included Send faxes through email (Supports file attachments) Receive faxes through email as tiff or pdf attachments Send faxes from SAP Send/Receive faxes from web based applications Send/Receive from File Servers Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None
OA-OIT-Service-Catalog.docx