168-22 Exhibits - Contracts for IT Network Management Services - 2022.pdf

Detail your approach to customer support. What technical support resources do customers have access to? Customer support is our highest priority and although most tickets are closed without the need for direct customer contact, all of our engineers are available by phone for discussion, based on availability. How is your customer support structured? What is the escalation process for reported problems or issues? All of Pascack Data’s engineers are experienced professionals, currently with a minimum of 8 years of experience with Pascack Data. As explained above, “Help desk requests can be submitted via email to our ticketing system or phoned in. Although all tickets can be responded to by any of our engineers, each customer has a primary and secondary support engineer assigned. Based on availability, if they cannot respond in a reasonable time frame the help desk coordinator wilt assign another engineer to the ticket.” What are the hours for customer support? See Below. Does support change hands at any point? NO What locations is this support provided from? Pascack Data Main Location in Hawthorne, NJ during standard business hours and from individual’s cell phones after hours. How do you maintain quality of support 24x7? The existing support engineers are on calli after hours. Definition: Severity 4 (Critical) Severity 2 (High) Severity 3 (Normal) Hours of support: Standard hours: Monday to Friday 8:30 to 5:30, except Pascack Data Observed Holidays (New Year's Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) Severity 4 (Critical) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours; Immediate response not to exceed four hours. Severity 2 (High) Initial Response (from occurrence) Standard Business Hours: Immediate response not to exceed 30 minutes After Standard Business Hours: Immediate response not to exceed four hours. Severity 3 (Norma!} Standard Business Hours: Immediate response not to 30 minutes [Type here]