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<br />~ Pt7ant~ ~ Isene i3ri3niEia>a ~ 'Rrgpansr `€"im~ j
<br />~ i
<br />i ~ ~
<br />j
<br />+ 3
<br />s~_ t
<br />I.rceY S ~: 1tV~ ne-, tlus~tr 4uppr,rt_ Au tr;icr ~ssftsr<rre t,r B_l,.ir cx~ {,+uet+: lelephonaeslh tu:~p.~-A iSiC;alt
<br />I,os~ Nnesrlt~ <laa.ttnc!rtatitsn cr ut~ n<rt iit c.iixe~a c1r~s c Client ~lre artssser~a anti <Ct~ .u L'ntck: ,!, tite•~.' Ei~ntc in
<br />~~ technical y~sc>hcEn~ ssrattlc 'ze a {~ar`t rst th s :e~.cl uitls np ncx i ts~; .± ~ ~ '~,.ck.
<br />"lhesc Seftsvure c.rsus are detlnesi in .lis~ciu?.~~ue~
<br />'~ helass. _~ftvr TEotr s "l~r - Isri.7°its trf t„ue is ,tot n3unuctesa
<br />',~ seta tsflcr hour, •ait~lx,~t jRt°fer iu Sj;~cc'ra; ~r='fs ';
<br />u~trf.+'
<br />Votr: Business hours far "fri`i"ech custame!• srrs~ite air 5:30am to 5:3Qpm (F'acif"tc "t`imr) an rv~erRdayti ezeludin~ halidaps.
<br />after Hsturs suppaet is affrrrd sceekends, nights and hatidaes,
<br />Priot~ity i -- ~____ ResAlution Proces's
<br />! _ _~_.
<br />i_cvel i _ TnTech ~a.u€ pr<;~,x1E a proms , . .. , . aftcur<sts>n
<br />C.`ritiraT AriuritF ' •,+s7ri~tresunJ 6r a s;otie carrc..iCsa that ..11l~~svs the
<br />I Client to resun:c csT;eration,.
<br />~b"here a w~orl:.rrix:nd allooss the Client to resume
<br />operaticros. the resui*n~ isue ticket a iIl be
<br />i rlAresn~rarietJ ics :t loss°cr support fxtonn= fn that
<br />cttse, 7-riTech swill pros-idc ~! problem rsolut;ott in
<br />[ tits s"crrtt7 ttf ~~n E.~ptvrtrdc c>r iti:>diticatic>n tc> the
<br />Sc>#t~.s'are !n a future upcat~.
<br />t..e4~e13 -
<br />l~r~rttt f'riorit}
<br />Level
<br />~~lQ}t ~~f10 r1t1
<br />l.ewr9 4 -~
<br />~~trdinm Priar[t~
<br />T`riTeeh ss iil prrtsicfc a procedural or canfi~~,urtettor~
<br />ssorkrirounG or a code 4t~rrection that ttllrrn~,c thr
<br />("Itt~nt ±rt elsurs~icr opcratiune.
<br />Rrsolutian 'T'imr
<br />T.~Tccth will ss€~r~ : ~ suou+lv~tnclu :nz:,tt r
<br />htsursj to prc?sii3r thr~ C'Eicnt suith a scjlutiun that
<br />allrns~a ;he {'bent to r~.~.::rtc opcration5.
<br />aria ech ss~iU use it best ct7artG to ~resoisz the i~5ur.
<br />as socYn as po~sb{e and nest rater than i' hours after
<br />nvti~caficn. "I`his escluales problrttts seccsntiary~ to
<br />hardsaare_ nctsavrk, itttrustructure anc r,thcr dtirc3
<br />psrt~ prrxit:ct
<br />Tr feeh ++ill ssstr~ continuou>3}'in:luiii
<br />ht>ut5j to E3tcn~ide the C'ti~nt sslth a ~Qlutran [bait
<br />aIl+~sss the Cftcnt t<~ resurnr ot~eraticsns_
<br />l~`!tcrr,: t! st+rk.uou ,d al4oss~, the Clteni to rc5ulnr t,il~ech sti:Il atic t*~ bc~t cfffsrt~ us rcolsr tfte is,uc
<br />+~,}er:ttions, dhi rc' ul,~nti iti~~se ,i.ket ssai! IaC a~• >ti+t-~ _ ; _tu! nt~t lath [hats :+fi hours s?2er
<br />dossn~:aded in a l+tsscr aupp¢~rt prumrv. In Ghat i nntit3caainn Isis cxcluclas presblcros seront-laru to
<br />casr. Trt Cech Brill pr€sri~e a ~rot~'ent resulut;ern m (htirrisrarr_ aut:, txrk- aiRastnxchtr€ and othc r thtrc?
<br />c ~~~rr; ~~ ~n t;T?s ade <>r r`tC`iltt'1%attO[t trs the I p, -r: }~roa~,:aas
<br />_-- -+ °-:
<br />__~ . pre+~. i~G a procesitlral <sr + ~m~ ,~nra+.~ i~ ~ f s Tech +s<ill =sr~~k to fsta>Ftde tl z C.2;cn; salth ;t
<br />ss ~-,.:nit c_i or a tcs<Te cursr~tit>n [hilt allcs~.. the ~ s~~iuticsn }~ascd upon the priority caf tEtc ssui an:! thu
<br />i ('.ant 's :'c,c;ls~e thG ~roblc-ttt. lfi:hert Weer><ary~ I dctri rind [[rise of suhtnission
<br />asrrcctiGSn of sotiss rrt ?suss svtll h-~ .n titt.,re I
<br />l rcf<ase_
<br />tVhen nrccssal~r~. CPtrecttcrr~ of .~~(;~~. c. 4saas sill t `('n`tech ss~tll ssori: to prt>stde the C'1~cnt ssith a
<br />~,! be was *'utur; re?s;ase- solurlon based upan the prilrrity~ of the issue and fhe
<br />'; ri:stcs ,rand tirn<~ ofuhnrission.
<br />t,rvel 4 - illten nc~cta,ury_ u~rcection cif softss~ar<. ~,,,tts ssi€1
<br />1
<br />l,a~t E'riuritp i !~c in ii.lutre relzasr_
<br />sari 3 ,~~ i' ri I)y'~i1 fl; t;t n=,
<br />l' ~ (,~p~. 1•r c. >!)t rti ;ri he;;h ~ott:~A?'C ~ysLCI?1.9 (~~nfsilcrtl 3 k. Ys~~t>r3att.:~rv
<br />~ ~e; t~ I :< rest r cd ~,~n<le ~ i°;.,.;+~:- ~,f~t iaESS ~~t'the Gni?c~d S;;jti;; .
<br />P:;~c i~~
<br />T~iTech sill ssorii tti provide the L"bent syith a
<br />sc,lutron iSatieit upt~n the priority tai tfsi i,sue anti. the
<br />d~atc aasd turrcr of SuEsmissicsn
<br />f~ uest~r,ns and mtltlirie will he n~an;: =c:G in grdr-
<br />based ux~n tkte date anti titt~t caf Buismtssic~n.
<br />S+)[tit 4 `+np~ +, .'y ~r~er?acr3t
<br />250-20
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