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Contents <br />Standard Support and Maintenance Services —Guidelines.........................................................................15 <br />OrganizationResponsibilities......................................................................................................................16 <br />SolutionUpdates.........................................................................................................................................16 <br />BillableSupport Services.............................................................................................................................17 <br />Test Databases and Environments..............................................................................................................17 <br />Operations...................................................................................................................................................17 <br />Hours.................................................................................................................................................................. <br />17 <br />HolidaySchedule......................................................................................................................................................17 <br />TicketProcess..............................................................................................................................................18 <br />TicketPriorities............................................................................................................................................19 <br />ResponseTimes...........................................................................................................................................19 <br />EscalationProcess.......................................................................................................................................20 <br />