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ServicePlus Support Services Agreement Avoce++e 1.4 If the request is a priority 1 or 2 (not applicable for AS and WHEN), the Avocette Avocette Service Desk speaks to the support resource and Service Support Delivery Manager directly to ensure the request is received in a timely Team manner (i.e., warm handover). CLIENT and Avocette's managers are informed of priority 1 and priority 2 requests. The Service Delivery Manager liaises with the primary resource to coordinate a solution, and may approach service manager to assign additional support team resources to recover and resolve the issue. 1.5 The support team works to recover the issue within the service levels. Avocette This may involve working directly with CLIENT staff to provide access to Support data, database logs, performance data, etc., in order to resolve the Team incident. The support team promotes the fix to the CLIENT environment and completes the necessary requests to migrate to production. 1.6a If resolution of the issue provides recovery of the application, the Service CLIENT Delivery Manager will seek approval from CLIENT to close the request. point -of - contact 1.7 If resolution of the issue does not also provide recovery of the Avocette application, the support team will work to complete the long-term solution Application to the issue. Support Team 1.6b Avocette obtains approval from the CLIENT point -of -contact to close the CLIENT request. The incident is only considered closed once it is successfully point -of - deployed to production and verified as being resolved by the CLIENT contact point -of -contact. Avocette's request management services support the management of service requests. This includes requests for maintenance, enhancements or other operational (non -software) requests. The goal of Request Management is to keep track of all requests, allow prioritization of the requests, track time spent, and report on the status of each request. Service request may be raised to address all Priority 3, 4 and 5 incident remediation and resolutions. 2.9.1 Request Management Process The following describes how Avocette will respond to a service request.