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Legal Tracker
(formerly Serengeti Tracker)
Legal Tracker - Service level agreement - PDF
A1. OPERATIONAL STANDARDS; MAINTENANCE SCHEDULE
A1.1 Availability
Except for the scheduled maintenance periods set forth in Section A1.2, Legal Tracker is available for online processing 24 hours a day, 7 days a week.
A1.2 Scheduled Maintenance.
If necessary, TR may take Legal Tracker offline for maintenance during the following times:
- Major Scheduled Maintenance: Saturday 8:00 am to Sunday 8:00 am Pacific Time
- Minor Scheduled Maintenance: every day from 9:00 pm to 12:00 am Pacific Time
A1.3 Unscheduled Maintenance.
If Legal Tracker becomes unavailable and requires unscheduled maintenance, TR shall attempt to post a notice of the unscheduled maintenance on the web pages available to Customer and its law firms.
A2. SUPPORT
A.2.1 First Level (Tier 1) User Support.
Customer provides first level support for its internal users and law firm users. If any user needs any assistance (whether questions about Legal Tracker or technical issues), the user should first contact Customer’s Tracker Coordinator (and Customer should direct all users to first contact Customer’s Tracker Coordinator). Customer’s Tracker Coordinator should consult the Legal Tracker online Help pages to try to resolve users’ questions. Because Customer’s Tracker Coordinator provides the first level support, such first level support is available during the hours set by Customer.
A.2.2 Second Level (Tier 2) User Support.
If Customer’s Tracker Coordinator is not able to resolve a user’s problem, Customer’s Tracker Coordinator may refer Tracker product-related questions that do not solely involve questions about Customer requirements to the Legal Tracker Support Team for second level support. Current contact information for the Legal Tracker Support Team can be located on the Legal Tracker online Help pages. User questions that involve a request for consultation or recommendations for best practices may be handled by Customer’s assigned Client Relationship Manager responsible for account management. Second level support is available during Legal Tracker’s business hours: Monday – Friday 8:00am to 1:00am GMT.
A3. RESPONSE STANDARDS
A3.1 Support Response Times.
TR will respond to requests for support as provided below:
SEVERITY LEVEL |
INITIAL RESPONSE TIME |
SUPPORT OBLIGATION |
|---|---|---|
SEVERITY 1 |
Within 1 hour (during business hours) of initial notification by user to initiate problem determination |
Continuous good faith efforts until the problem is resolved or a reasonable work-around is achieved |
SEVERITY 2 |
Within 1 business day of initial notification by user to initiate problem determination |
Reasonable efforts to correct the reported error |
SEVERITY 3 |
Within 2 business days of initial notification |
Within 3 business days of the initial response, TR shall provide a substantive response or additional questions that TR needs answered prior to proceeding. If the problem results in the identification of a Legal Tracker system bug or error, the issue shall be escalated to the appropriate TR department with reasonable efforts to correct the reported error as appropriate |
A3.2 Limitations.
Except as may be set forth in the Agreement, the support services do not include: (i) visits to Customer’s site or (ii) any services for any third party equipment or software. In addition, TR has no obligation to correct any error resulting from a failure by Customer to implement any third-party software modification or upgrade recommended by TR.
A4. TRAINING & SUPPORT MATERIALS
TR will provide various training and reference materials in electronic format via the online Legal Tracker Help site at no charge. In addition, TR provides various training sessions for Customer users and for external law firms/vendors to which Customer may grant access to Legal Tracker. The training sessions are open enrollment for all Legal Tracker users and subject to availability.