Perceptive Content (ImageNow) departmental implementations, maintenance and support. Assist departments with obtaining CaptureNow license, Perceptive Content scanner configuration, etc.
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 |
Departmental business process training and management within department.