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<br />ServicePlus Support Services Agreement <br /> 6 <br />Task # Task Actor(s) <br />1.4 If the request is a priority 1 or 2 (not applicable for AS and WHEN), the <br />Avocette Service Desk speaks to the support resource and Service <br />Delivery Manager directly to ensure the request is received in a timely <br />manner (i.e., warm handover). CLIENT and Avocette’s managers are <br />informed of priority 1 and priority 2 requests. <br />The Service Delivery Manager liaises with the primary resource to <br />coordinate a solution, and may approach service manager to assign <br />additional support team resources to recover and resolve the issue. <br />Avocette <br />Support <br />Team <br />1.5 The support team works to recover the issue within the service levels. <br />This may involve working directly with CLIENT staff to provide access to <br />data, database logs, performance data, etc., in order to resolve the <br />incident. <br />The support team promotes the fix to the CLIENT environment and <br />completes the necessary requests to migrate to production. <br />Avocette <br />Support <br />Team <br />1.6a If resolution of the issue provides recovery of the application, the Service <br />Delivery Manager will seek approval from CLIENT to close the request. <br />CLIENT <br />point-of- <br />contact <br />1.7 If resolution of the issue does not also provide recovery of the <br />application, the support team will work to complete the long-term solution <br />to the issue. <br />Avocette <br />Application <br />Support <br />Team <br />1.6b Avocette obtains approval from the CLIENT point-of-contact to close the <br />request. The incident is only considered closed once it is successfully <br />deployed to production and verified as being resolved by the CLIENT <br />point-of-contact. <br />CLIENT <br />point-of- <br />contact <br /> Request Management <br />Avocette’s request management services support the management of service requests. This includes <br />requests for maintenance, enhancements or other operational (non-software) requests. The goal of <br />Request Management is to keep track of all requests, allow prioritization of the requests, track time spent, <br />and report on the status of each request. Service request may be raised to address all Priority 3, 4 and 5 <br />incident remediation and resolutions. <br /> Request Management Process <br />The following describes how Avocette will respond to a service request.