Introduction

The purpose of this Support Procedures document is to clearly define the services provided by TIC Systems to the Customer for the operation, technical maintenance, and user helpdesk for TIC Systems. 

This covers three (3) general categories of service: 

● Service Levels, which are generally performance related and measurable in nature; 

● System Maintenance Windows, which outlines the maintenance windows for TIC Systems IMS Platform. The maintenance windows form the basis for understanding how System Uptime is calculated; 

● User Support, which outlines how support requests are created and prioritized, TIC Systems’ response and resolution times and outlines the definitions and responsibilities for both TIC Systems and the Customer regarding support requests;