Imaging Services

Base Level Services:

Assist departments on getting Capturenow license.
Assist with planning drawer and document structure within department.
Build Learnmodes for linking based on PeopleSoft pages.
Build workflow for department based on departmental needs.
Create custom properties and field as needed.
Build users, groups, doc types and doc type lists.
Configure server and security settings for each department. Configure scanners to work with ImageNow.
Test and troubleshoot scanning and ImageNow issues
Assist users with adding additional features after initial rollout.

Service Level:

System Availability: 98.9%, 24x7, excluding planned downtime, calculated monthly. Planned downtime can occur during maintenance windows which are identified as every Saturday, 7:00 pm-noon on Sunday and every Tuesday and Thursday from 7:00pm-9:30pm.

65% of projects completed on-time and on-budget, as planned following requirements approval (without scope changes or customer delays).

Incident Response:

Severity	Response	Target Close / Timeframe
Campus-wide outage	15 Minutes	4 Hours, 24x7
Major administrative process inoperable or degraded	30 Minutes	6 Hours, 24x7
Application feature error	2 hours	12 Hours M-F 8am-5pm

Services Not Included:

Departmental business process training and management within department.

Customers Served:

UNT

UNTS

UNTD

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