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SOLICITATION # CH16012 <br />See the "Customer Support Policy" contained within the "Subscription Service Guide" included <br />with this response for more information. <br />Docusi n <br />Enterprise Premier support provides 247 Live Phone Support. <br />QTS <br />Dedicated support staff is available 24x7x365 to generate and track incidents to resolution <br />QTS Customer Portal provides round -the clock visibility into your environment <br />VMware <br />Global Support Services <br />FireEye <br />FireEye offers 24/7 technical support and its technical support centers around the globe in a <br />follow -the -sun model. <br />•Milpitas, CA, USA (UTC -7 hours) <br />•Reston, VA, USA (UTC -4 hours) <br />•Dublin, Ireland (UTC) <br />•Singapore (UTC +8 hours) <br />•Sydney, Australia (UTC +10 hours) <br />FireEye Support is available via telephone, email, live chat, and web. <br />Phone: U.S: +1 877-347-3393 (877 FIREEYE) <br />Email: Support@FireEye.com <br />Web Support: https://www.fireeye.com/support/get-support.html <br />Su ort Pro rams: https://www.fireeye.com/support/support-programs.htmI <br />VirtueStream <br />Virtustream will work collaboratively with State of Utah to develop / maintain a relationship <br />structure that leads to quick resolution, regularly scheduled status meetings, and quarterly <br />business reviews. <br />Virtustream will assign multiple key personnel to State of Utah including an Executive level <br />sponsor. The primary point of contact will be Virtustream's Technical Account Manager (TAM). <br />The TAM is responsible for daily activities/interaction and understanding/ensuring State of Utah's <br />objectives are met at a minimum. Optimizations and other improvements to processes/standard <br />operating procedures are delivered by the TAM in coordination with other Virtustream staff working <br />behind the scenes. The TAM will coordinate day-to-day operation, service level management and <br />SL reporting. <br />The following outlines Virtustream's approach to service desk escalation and issue resolution. <br />Escalations within Virtustream <br />Virtustream will provide Level 0 and Level I support and first call resolution where possible, as <br />determined by Virtustream. Where first call resolution is not possible, the Virtustream Service <br />Desk provides incident management for Incidents and Urgent Service Requests escalated to Level <br />II and Level III resources as defined below. <br />In the event that Virtustream's Response to an Incident is not acceptable to the Customer, <br />Customer can contact the Virtustream Service Desk and request escalation to the head of the <br />Service Desk. Virtustream shall, upon receipt of any such request, immediately escalate the issue <br />to the head of the Service Desk or technical team as appropriate. <br />Service Request Prioritization <br />Service Requests are assigned a priority of either'Urgent' or'Standard' and are queued for <br />fulfillment with the corresponding priority. All Service Requests will be reviewed by the <br />Virtustream Service Desk, who will determine the appropriate priority to assign with collaboration <br />of Customer. <br />Incident Prioritization <br />All Incidents that are reported to the Virtustream Service Desk, or that Virtustream otherwise <br />becomes aware of, will be initially assigned a priority by the Virtustream Service Desk as set forth <br />below. Internal escalation for Incidents to Level II and Level III resources are based on the priority <br />level assigned to the Incident. <br />carahsoft 139 carahsoft <br />