User Support

Modified on Mon, 22 Apr at 1:41 PM

This section details the process for requesting support as well as TIC Systems’ Standard Service Level target timelines for response and resolution of every support call. The target response times vary depending on the designated priority of the case as determined using the criteria defined in Section 4.2. TIC Systems will respond to all support requests in accordance with this section.

In order to maintain the most efficient level of communication, it is required that individuals reporting issues on behalf of the customer be pre-designated subject matter experts. The names of these resources are to be provided to the TIC Systems Support Team. This process will ensure that only issues that require TIC Systems’ resources are submitted and that communication remains streamlined between the TIC Systems Support Team and the designated customer contacts.

Support Request Process

TIC Systems’ Standard Level Support Coverage allows all TIC Systems system users - including third party users – to contact the TIC Systems User Support desk directly for assistance. Assistance can include help with using the system, to have a password reset, to report an issue with system performance or functionality, or to request a modification to the system.

Coverage is available via the following two (2) methods 24 hours a day, 7 days a week, 365 days a year for Premium and Enterprise level support:

Method	Contact
Telephone support	Telephone Number: +1 778 327 4600 (Provides access to in-person support)
Email support	Email address: support@ticsystems.com

Support Request Priority Levels

The following factors should be used to assess the priority of a support request:

Business and financial impact
Work outage
Number of users affected
Workaround

It is not necessary (nor is it likely) to have a perfect match of each factor to determine the Priority level for a support request. A given support request must be judged against each of the factors and then an overall assessment must be made to determine which Priority level best applies to the issue as outlined below.

Priority 1

(Critical)

Priority 2

(High)

Priority 3

(Low)

Priority 4

(Service Request)

Business and Financial Impact
	The issue causes serious business and/or financial impact.	The issue causes a business and/or financial impact.	The issue causes a low business and financial impact.	A user support request that has little or no business and financial impact.
Work Outage
	A serious disruption to the System and the Customer cannot reasonably carry out the business function supported by the System.	Customer can use the System and can reasonably carry out the business functions supported by the System, but there is an urgent specific problem: A defect of a significant nature in the system. Performance not in accordance with Service Levels.	The reported issue causes the Customer to be unable to perform some portion of the business functions supported by the System, but they are still able to complete most other tasks and carry out their day-to-day duties in a reasonable manner.	User Support A request for user support to investigate / resolve a defect of a recurring or intermittent nature, but not impacting on the use of the System by the Customer. A request for information on how to use the System or how to perform a task within the System. Information requests shall not require a total of more than five (5) hours per month for resolution.
Number of Users Affected
	The issue affects all or a majority of users in one or more regions.	The issue affects a large group of users in one or more regions.	The issue affects one or a very small number of users.	N/A
Workaround [This is particularly important in defining Priority of issues.]
	There is no acceptable workaround to the issue (i.e., the job cannot be performed in any other way). Note: any issue that has an acceptable workaround is not considered Priority 1.	There is an acceptable and implemented short-term workaround (i.e., the job can be performed in some other way).	There may or may not be a workaround.	N/A

Support Request Response and Resolution Targets

TIC Systems’ Standard level support coverage provides for the following response and resolution targets for the four priority levels.

	Priority 1 (Critical)	Priority 2 (High)	Priority 3 (Low)	Priority 4 (Service Request)
Target Initial Response Time
	Within one (1) hour	Within four (4) hours	Within six (6) hours or by 10:00 am next business day if reported outside of Business Hours (Pacific Time)	Within eight (8) hours or by 12:00 pm next business day if reported outside of Business Hours (Pacific Time)
Target Resolution Time
	By end of the same business day (98% of the time)	By end of the following business day (98% of the time)	By the end of two (2) business days (98% of the time)	By the end of two (2) business days (98% of the time)

Support Process

The individual reporting the issue on behalf of the Customer, acting reasonably and in good faith, will make an initial evaluation of the Priority level based on the factors identified in Section 4.2. Once the issue is reported, and further investigated, TIC Systems will make final determination of the Priority level based on the Customers’ initial evaluation and following further consultation with the Customer.

TIC Systems will assign the support issue to a user support analyst or a TIC Systems technical resource, depending on the nature and Priority of the issue.

Priority 1 issues will always be prioritized over any other issues. All Priority 1 issues will immediately be escalated to involve the TIC Systems Client Manager assigned to the Customer. If after conducting an initial assessment, TIC Systems considers it appropriate to adjust the priority, TIC Systems will notify the Customer of the adjustment.

Resolution of Support Requests

TIC Systems will consider a support request resolved when the issue has been adequately addressed under one of the following criteria:

Defects - The Customer can, with a workaround procedure or other means, use the system in an effective manner and reasonable plans and dates required to execute fixes that may be required to completely solve the root cause of the issue have been communicated; or
For all other support requests – TIC Systems has completed the support request in a reasonable manner, with consultation with the Customer.

Response and Resolution Time Calculation

TIC Systems logs all support requests into an internal issue tracking system and notes the associated response date and time stamp. For requests made via the online web form or email (support@ticsystems.com) response time is measured from date/time stamp on TIC Systems’ web system, to the time that TIC Systems User Support analyst sends a response via email or speaks by telephone to the User.

TIC Systems will attempt to ensure that a designated support resource answers all phone requests. If for some reason, due to call volumes or other unforeseen circumstances, the support technician is unable to answer the phone in real time and the Customer chooses to leave a message then the response time for telephone support is measured from the date/time stamp that the message was left on the support line voice mail.

From time to time, a particular issue will require further input from the Customer in order to proceed (for example a business decision may be required). If TIC Systems is unable to continue working towards a resolution while such information is pending, the clock will stop until the required information is received. The Customer will be notified that this is occurring and will be made aware of any delays in reaching the resolution target.

Escalation of Support Requests

Should the Customer feel that TIC Systems is not responding in a diligent manner to resolve a support request they can, at any time (24 x 7), escalate the issue as follows:

Ask the User Support analyst to escalate the issue to TIC Systems’ User Support Manager or
If the User Support Manager is already involved, to escalate the issue to a mutually agreed person and/or to the CEO.

Closing of Support Requests

When a support request is resolved, it may or may not be closed depending on whether further work is required by TIC Systems to solve the root cause of the issue. Where the issue requires further work to resolve a root cause, the TIC Systems User Support analyst will communicate the timeline of this resolution on a regular basis. When fixed (either through a program upload or other means), the Customer will have the opportunity to confirm the resolution of the issue.

TIC Systems will close the support request upon the earliest of: (a) notification of successful resolution by the Customer, or (b) five (5) business days following the designated Customer testing period or emergency release date.

TIC Systems Responsibility

On receipt of a support request, TIC Systems will be responsible for pursuing resolution of the issue within the defined targets. This includes doing an initial assessment based on the reported information, assigning resources to correct the problem, and liaising with appropriate Customer contacts to report status and progress.

Customer Responsibility

The Customer will make a best effort to provide the necessary details for TIC Systems staff to identify and replicate reported issues.

It is the responsibility of the Customer to ensure that the necessary staff members required to facilitate resolution of the issue are available in order to assist TIC Systems in resolving the issue as expeditiously as possible. Persons possessing knowledge of the problem history, access passwords, keys to locked system areas and any other Customer controlled components will be called upon as required while TIC Systems is addressing the problem.

TIC Systems will not be responsible for delays in problem resolution due to unavailability of key Customer personnel or resources.