Normal Business Hours: Monday to Friday    8:00 am to 5:00 pm, EST

Step 1: Determine Priority of the Problem

P1:

·         A mission critical system required for internal processing is down. Production/processing have stopped, and no workaround is available.

·         Initial Response Time: 15 minutes

P2:

·         A mission critical system or customer-facing system is down. Production or processing can continue through workarounds and/or customer’s production processes are not directly affected.

·         Initial Response Time: 1 hour

P3:

·         A non-mission critical system is down. Production is unaffected but ancillary communications may be.

·         Initial Response Time: 1 business hour

P4:

·         Non-mission critical, general problems the User is experiencing

·         Initial Response Time: 24 business hours

Step 2:

If issue is Priority 1, move to step 3, otherwise move to step 4.

Step 3:

Priority 1 Only!

·         Report the Issue through Zoho Desk or call 502-992-7351

·         Open a help desk ticket at https://versantsupport.derbyllc.com.

Step 4:

            Priority 2-4

·         Report the Issue through Zoho Desk at the address above.

After Hours Procedure:

·         Priority 1: Call the after-hours helpdesk at 502-992-7351

·         Priority 2-4: refer to Step 4

ESCALATION PROCEDURES 

In the event that a user has not received a response or resolution within the allotted times, please follow these procedures:

·         Priority 1 issues – normal work hours: Please contact the helpdesk directly by phone at 502-992-7351.

·         Priority 1 issues – outside of normal work hours: Please contact the after-hours helpdesk directly at 502-992-7351.

·         Priority 2 - 4 issues – normal work hours: – Please submit a request for update via the helpdesk portal listed in Step 3. If you still do not receive a response within 30 minutes, please email Joshua Taylor or Greg Stamp. Any tickets submitted after normal work hours will be addressed the morning the next business day.

·         In any event that the helpdesk is unresponsive and you need to escalate for resolution, please contact Joshua Taylor or Greg Stamp.

RESOLVING CONFLICT BETWEEN OPEN TICKETS 

In the event that multiple, unrelated tickets are opened of equal priority, they will be handled in the order in which they were received and as resources are available. If resources are immediately available, then tickets may be worked in parallel. If resources are not immediately available due to previously opened tickets of the same or higher priority, then the new ticket will be addressed in order. If a severity 1 or 2 ticket is received while a resource is working on a lower priority ticket, work on the lower priority ticket will be suspended to deal with the higher priority one.