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Servicelllus Supporl Services Agreernent <br />Avocei e <br />The process is triggered when the authorized CLIENT individual or group makes the request through! <br />• E-mail to Avocette (for non -emergency items only) <br />• Phone call to Avocelle (for emergency and high priority issues, phone is mandatory) <br />The following describes how Avocette will respond to an incident request. This process can be reviewed <br />and adjusted if necessary to meet CLIENT's specific needs. As noted previously, some incident may <br />require an Clariti fix and in those cases Avocette will support the reporting and communication with Clariti. <br />Figure 1: Procedure for Incident Management. <br />'.,. 1.1 <br />The CLIENT point -of -contact or Customer Service Center contacts the <br />CLIENT <br />Avocette Service Desk via toll -free telephone number or email address. <br />application <br />point -of - <br />contact <br />1.2 <br />All contacts are acknowledged upon receipt. Acknowledgement can be <br />Avocette <br />''.... <br />through email or by phone. In the event an incident is submitted which in <br />Service Desk <br />the judgement of the service desk should be a level 1 or 2 incident (not <br />applicable for AS and WHEN) the service desk will acknowledge by <br />phone and recommend an upgrade of the incident priority. <br />'.,. 1.3 <br />Avocette Service Desk crcatcs a ticket for the request, assigning the <br />Avocctto <br />request to Avocette's primary support person and Service Delivery <br />Service Desk <br />Manager. <br />Automatic email notifications are generated and sent to the Avocette <br />'..... <br />Service Manager. <br />City Council 22 - 103 6115/2021 <br />