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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.................................................................................................................................................................. 17 <br />HolidaySchedule ............ .......................................................................................................................................... 17 <br />TicketProcess ...................................... ............................................................................................... ....... 18 <br />TicketPriorities ............................................................................................................................................ 19 <br />ResponseTimes .......................................................................................................................................... 19 <br />EscalationProcess ....................................................................................................................................... 20 <br />