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Escalation Process <br />Our escalation process is defined below. This process has been put in place to ensure that issuesare <br />being dealt with appropriately. if at any time you are not completely satisfied with the resolution of <br />your issue, you are encouraged to escalate with the support department as follows: <br />Level 1: Contact the support representative working on your issue <br />Level 2: Contact the support supervisor or group lead <br />Level 3: Contact the Director of Support <br />Level 4: Contact the Executive Vice President of System innovators <br />Holiday Schedule <br />Below is a listing of statutory holidays. Please note that support services will be closed on <br />designated days as outlined below. An asterisk * next to the holiday indicates that the System <br />Innovators office is closed, however, technical support will be available. <br />New Year's Day Closed <br />President's Day (Observed) Closed <br />Memorial Day (Observed) Closed <br />4"' of July (Observed) Closed <br />Labor Day Closed <br />Columbus Day * Closed <br />Thanksgiving Day Closed <br />Day after Thanksgiving * Closed <br />Christmas Day Closed <br />Day after Christmas * Closed <br />Page 4 <br />City Council 23 — 87 2/7/2023 <br />