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00.%, .0►. induced by the end user, resources will be allocated as available to assist, but response time is not guaranteed. These issues will be handled on a Routine Call basis (see below). 2. Routine Call- • Reports are not functioning properly. • Testing system and needs help making adjustments. • Assistance with modifying roster members or groups. • Assistance with speech recording done by Site. • Assistance creating template scenarios. • Partial hardware failure or required troubleshooting necessary to detect suspected hardware problems 3. Services that require advanced scheduling • Installation of software or hardware updates or addition. • Modifications to the system to accommodate telephony changes. • Cassidian Communications provided speech recording. • GIS Updates. VII. Call Procedures & Escalation The Technical Service Center will maintain call ownership throughout the entire request process. The TSC will address incoming calls as follows. 1. Capture the Request: a. The TSS/TSA will capture all requests by phone, e-mail, or voice mail and verify the right to service based on the Customer's name, support contract status and the approved software support list. If the request relates to unsupported software, the Customer will be notified. Otherwise, the analyst will continue with Step 2. 2. Log Request into the Database: a. The TSS/TSA will open a ticket in the call management system. Information included on the ticket will include the Customer's name, location, description of problem, severity of problem, and time of request and person reporting the issue. 3. Troubleshoot the Request: a. The TSS/TSA responsible for resolving the call will acknowledge the open ticket and work with the Customer to resolve the issue. 4. Escalate to Second Level a. The TSS will escalate the request to second level support when the first contact is unable to make progress in the resolution of the issue in a timely manner. 5. Log Resolution into the Database: a. The TSS/TSA will log the resolutions to requests in the call management database 6. Verify Customer Satisfaction: a. The TSS/TSA will follow up and verify that the Customer is satisfied with the resolution. 7. Close the Request or Ticket a. All tickets will be closed after the Customer satisfaction has been verified. Vill. Customer Responsibilities • The Customer Site should have at least one system administrator that has attended Cassidian Communications training, either at the Customer Site or at the Cassidian Communications University. The Customer shall provide the administrator's contact information to Cassidian Communications. • Customer will schedule install of all updates in a timely manner • Customer will work with TSC staff to maintain an accurate database of contact names.