If you are experiencing a system down or service-impacting emergency during business hours, please call our Technical Assistance Center. Emails with pertinent information should be sent in addition to calling us live.

The following steps are taken for each service request the TAC group receives:

• TAC opens a Customer Ticket Number, (CTN), entering the request and contact information.
• TAC provides CTN information to Customer Contact upon request.
• TAC remotely logs into the system, performs system diagnostics and processes the request.
• TAC updates the resolution portion of the Service Ticket.
• TAC will email a copy of the service ticket to the requestor as confirmation that the work has been completed. If email is not available, the CSR will initiate a call to the requestor for notification.

Avtex assigns one of three different priority levels depending upon the nature of the service request. They are:

Severity 1 - High

Severity 2 - Medium

Severity 3 - Low

The priority level is based on impact the reported problem has on the system. System Down calls are given priority and will immediately be routed to a representative and a CTN will be opened. If you are calling to report a "system down" or "system affecting problem", a TAC member will immediately attempt to dial into the system, and/or work with you until the problem has been resolved. If after conducting the required system triage, the problem has not been identified and/or a path outlined for problem, the ticket will be escalated as outlined in the escalation section.

Note: A CTN that is opened and assigned a priority 1 (high) by a TAC member automatically triggers email notification to Avtex management team and the Account Executive of record for your company.

Non-urgent service calls will be queued for the next available TAC member. Once your call is answered our TAC team member will review the service request with you and open a ticket. Calls that are answered live during the business day that do not meet the system emergency criteria will be addressed in the order that they were received, along with email and fax request.

Service Level Response
At Avtex, it is our goal to respond to all service requests with in the time frames outlined in Table 3.1 - Service Guidelines .

Table 3.1 - Service Guidelines

Escalation
In addition to our response guidelines, there are four types of escalations for service issues:

1. Escalation within the Avtex Technical Organization
2. Escalation to Manufacturer Technical Support
3. Escalation to Avtex Management
4. Escalation to Manufacturer Management

If you are dissatisfied with the service you have received from Avtex's Technical Assistance Center on an existing open service ticket you may escalate the service ticket by contacting the following managers:

Mike Kasal - Technical Services Manager 952-832-3718, mkasal@avtex.com

Jon Walker - Director of Technical Services 952-832-3802, jwalker@avtex.com

Kim Ericson Rosacker  - Sr. Vice-President of Operations 952-832-3726, kericson@avtex.com

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