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SOLICITATION # CH16012 <br />System performance issue or bug affecting some but not all users. Short-term workaround is <br />available, but not scalable. <br />Level 4 - Medium <br />Response time: 8 Hours** <br />Inquiry regarding a routine technical issue; information requested on application capabilities, <br />navigation, installation or configuration; bug affecting a small number of users. Reasonable <br />workaround available. Resolution required as soon as reasonably practicable. <br />*24/7 Severity 1 and 2 coverage includes weekends and holidays <br />**Severity 3 and 4 target response times include local business hours only and exclude weekends <br />and holidaysOverview of Support Escalation PathAn issue is received by Tier 1 Support Rep who <br />will document details and attempt to resolve. In the event that the problem cannot be resolved at <br />this level, case will be escalated to a Tier 2 Support Rep for further analysis. Occasionally, a Case <br />may be received for which technical understanding or indicated fix exceeds the responsibility of <br />Support. These issues are quickly brought to the attention of R&D through the Tier 3/QA channel. <br />Throughout the lifecycle of the case, customer will receive regular updates from the case owner at <br />regular intervals based on case severity. Customers can work with their Support Account <br />Specialist (SAS) if assigned through the purchase of Premier Support as a point of escalation <br />should the need arise. <br />Step-by-step escalation path: <br />-Case is logged via Help Portal, Phone or through Live Chat <br />-Depending on the functional area of the case a Tier 1 Support Rep from the appropriate skill <br />group responds to the user confirming that the issue has been received and is in process. <br />-Tier 1 analyzes the issue from the perspective of customer provided information in the case. <br />-Tier 1 makes contact (phone or email) with the customer and gathers more information including <br />any access needed to reproduce the problem. <br />-With all necessary information gathered, Tier 1 will attempt to resolve the issue with the customer. <br />-When resolution cannot be immediately achieved, Tier 1 Support Rep will escalate to a Tier 2 <br />Support Rep in the same skill group. Tier 2 Support Rep will take all steps necessary to <br />reproduce, understand and resolve the issue. <br />-Technical Issues that cannot be resolved by the Tier 2 Support Rep are escalated to Tier 3. This <br />escalation will provide a deeper layer of analysis with the possibility of escalation to <br />QA/Development for Application issues and Escalation to Operation Services for Infrastructure <br />issues as needed. <br />-Functional Issues that cannot be resolved by Tier 3 are escalated to Product Management. <br />-If it is an application Issue, necessary Development work will be performed, tested and a patch <br />created. <br />-Issue Fix Submitted to Operations for Infrastructure issues. <br />-Issue Fix deployed. <br />-Tier 2 Support Rep confirms success of Bug Fix in addressing the problem. <br />-Tier 2 Support Rep contacts customer and confirms that the issue is Resolved. <br />-Case is closed" <br />ServiceNow Customer Support is provided by ServiceNow 24 hours a day, 7 days a week, including all <br />holidays. Customer may contact ServiceNow using one of the following means: <br />-Support Portal at https://hi.service-now.com/. Customer may get login access to this self-service <br />portal by contacting its ServiceNow administrator. <br />-Phone using one of the numbers at http://www.servicenow.com/support/contact-support.html. <br />Customer shall contact ServiceNow's authorized reseller in accordance with its agreement with <br />the reseller. <br />carahsoft 138 carahsoft <br />