Support Services Addendum

Company Admins that require access to the web portal in order to review and manage tickets should submit a Standard Support request for credentials as described above.

Once a support request is received, a ticket will be created and assigned to an Ongoing Operations engineer. Ongoing Operations management will monitor all requests and assign resources based on the priority of the support request.

The priority of a ticket is determined by factoring in two pieces of information: Urgency and Impact.

Urgency is the importance of the ticket subjective to the client. Tickets will most often be given a High Urgency.

Impact is the objective effect an issue is having upon the client’s business. Ongoing Operations factors in Urgency AND Impact to determine the final Priority of the ticket.

Process

1. The Ongoing Operations Level 1 (Dispatch) Team will determine the Urgency of the Issue as expressed by the person reporting the issue.

Urgency Examples

• Low Urgency – More of a nuisance than an issue
  • Example: Junk email not working in Outlook.
  • Example: Audit request due in 30 days.
  • Example: Requests for application level support.

• Medium Urgency
  • No current workaround but function is not needed now.
    Example: ACH transmission needs to be made in 5hrs.
  • There is a current workaround, but function is needed now.
    Example: ACH transmission can be emailed now, but wire is more secure.
• High Urgency – No current workaround and function is needed now.
  • Example: ACH window closes in 15min and I cannot log into the system.

2. The Ongoing Operations Level 1 (Dispatch) Team with then determine the Impact on the User, Department, or Company, based on the degree of outage. If the user, department, or company is either partially impacted (can still do their core business or there is a workaround) or the company is fully impacted (cannot do their core business and there is no workaround).