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6. Senior support employees examine priority 2 calls weekly. If these calls are open <br /> after 2 weeks, they will be transferred to the Senior Support Technician or Team <br /> Leader. They must be resolved or turned over to Development via an FER within <br /> 30 days from the start of the call. <br /> If it is determined that the issue is a bug, an FER will be created with the <br /> appropriate priority. Priority 2 FERs are fixed within 60 days of the date the <br /> issue was brought to Development for assistance. <br /> 7. Priori 3 calls will not sta o en more than 45 da s without activi and will be <br /> h' Y P Y tY <br />' resolved or turned over to Development via an FER within 60 days from the date <br /> of the call. <br /> If it is determined that the issue is a bug, an FER will be created with the <br /> appropriate priority. Priority 3 FERs are warked on when time permits and have <br /> no time constraint or deadline. <br /> 8. The riori of a iven call ma be modified, as we become more informed about I� <br /> p h' g Y <br /> the circumstances surrounding an issue. For example, a lower priority call may I <br /> become a priority"0"if research discovers a more critical issue or previously <br /> unknown deadline or penalty. <br /> 9. Some of your issues will not be resolved during the first call with a support <br /> technician. If the call remains open,the technician will give you an open call <br /> number to reference. <br /> If you are trying to follow up on a call you have open with a support technician, <br /> call the regular support line at least once, and leave a message with the technician <br /> who answers. You can also leave a message in the support mailbox that you are <br /> looking for an update. Make sure you have the open call number to reference so <br /> that anyone in support can follow up on the issue for you. <br /> If you are warking with a specific Support Technician,the quickest way to get a <br /> message to them is through the appropriate Support team. Each team's voice mail is <br /> checked at least every'h hour and messages directed to specific people in Support <br /> are delivered to these individuals. <br /> Please, do not leave messages on any Support Technicians' personal voice mail. <br /> Technicians do not always check their personal mailbox as frequently as the support <br /> mailbox(i.e.: out sick or in training). <br /> If you do not hear back from the support technician within a reasonable amount of <br /> time, call the appropriate Team Leader and tell them the open call number for <br /> 3 <br />