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"A <br /> Y Reporting <br /> Level 1 The problem affects live operation and 4 hours. Every 4 business <br /> demands immediate attention. Normal service hours. <br /> has been disrupted. Business risk is high. <br /> Customer receives a status report within the <br /> first hour, <br /> Level 2 Affects production systems and demands Within 2 working Every 4 business <br /> immediate attention, Live operation is still days. hours, <br /> possible at this time. Business risk is moderate <br /> to low.Customer receives a status report within <br /> the first 4 hours. <br /> Level 3 Low impact. Live operation is not affected. Within 5 working Does not apply. <br /> Business risk is low. Customer receives a status days. <br /> report within 1 working day, <br /> Level 4 Low to minimal impact. This involves system According to the Does not apply. <br /> enhancements, upgrades, and minor problems order of <br /> not affecting production, importance in the <br /> queue. <br /> In the event that ATIMS receives a high volume of simultaneous PSS requests, client requests will be <br /> prioritized by severity level and by the order in which incidents are reported. <br /> Appointing a Primary Contact and Alternate Contact <br /> To optimize the process of providing services and support, ATIMS requires clients to designate a <br /> primary contact person and an alternate contact person to become the authorized contacts who <br /> submit support and service requests to ATIMS. Authorized contacts should be entered in the section <br /> "Authorized Contacts for Professional Services and Support Requests"on page 12 in this document. <br /> Support Methods <br /> Remote Diagnostics <br /> ATIMS uses GoToMeeting to perform remote diagnostics and support.ATIMS uses remote diagnostics <br /> to help identify and isolate suspected software, solution errors or malfunctions. Should you require <br /> that ATIMS use a different remote diagnostics software orservice(such as LogMeln,ShowMyPC,etc.), <br /> you must provide access to the required software or service at no cost to ATIMS. ATIMS will make <br /> every effort to comply with the security requirements of the customer. Any security configurations <br /> that are required to achieve remote connectivity and/or access to your computer network will be used <br /> only to diagnose the error or malfunction. <br /> A INAS Snrv�cps and St.ippoiC I F i s <br /> ,...i,�. ., ... _f,.:a-I _r rdi r_)t��1i7 i7f. . f ,,I ..,.,:.�'il <br /> Yii._. ir..-� 'rc,[p r[)`;cif.hti" I-L _ 5'.. _ .. .. ...-.. <br />