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-Try to be available to receive a call back. Most times a Support Technician will call <br /> back within the hour. <br /> Support's goal is to get back to everyone as soon as possible. If you are not <br /> available when we call back we will leave a message with the open call number on <br /> your voice mail or with a person in your office. Then when you call back you can <br /> reference this call number so you do not have to re-explain the issue. <br /> If you know you are going to be out of the office and think you might miss our <br /> call back, leave details about when you will be available on the support mailbox. <br /> This way we will call you back when we know you are available. <br /> 3. Each call logged is given a priority(0,1,2,3) according to the attached list. The <br /> goal of this structure is to clearly understand the importance of the issue and <br /> assign the priority for closure. MUNIS� Support keeps track of how responsive <br /> Support is to priority 0 and 1 calls each week. This measurement allows us to <br /> better evaluate overall customer satisfaction. <br /> 4. Each day,the Senior Technicians, Team Leaders and Senior Analysts (senior <br /> technical support employees)review open priority 0 calls in their focus area. <br /> Priority 0 calls are either being worked on by a Support Technician or a senior <br /> support employee. <br /> If Support requires assistance from Development,the Team Leader or Senior <br /> Technician will contact them immediately. The Development department is <br /> responsible for all MLTNIS�program fixes and enhancement requests. <br /> Priority 0 issues are worked on by Support and Development until they are <br /> resolved. If it is determined that the issue is a bug, an FER will be created with <br /> the appropriate priority. An FER is written up when a program fix or <br /> enhancement request goes to Development. Development uses FERs to track the <br /> status of every program fix and enhancement request. <br /> 5. Senior support employees examine priority 1 calls every 2 days. If the senior <br /> support employee cannot effect movement on the call, the call will be brought to a <br /> Team Leader, Support Analysts or Technical Support Manager within a week. <br /> Priority 1 calls must be resolved or turned over to Development via an FER <br /> within two weeks from the day the call came in. <br /> If it is determined that the issue is a bug, an FER will be created with the <br /> appropriate priority. <br /> Priority 1 FERs are fixed within 30 days of the date the call came into Technical <br /> Support. <br /> 2 <br />