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EXHIBIT D <br /> SERVICE LEVEL AGREEMENT <br /> NC HIE has set up a multiple Tier Help Desk process to resolve QO,if applicable,and <br /> Participant questions.The table below outlines some typical questions and related <br /> responsibilities by Tier.The basic principle is that the QO or Participant Administrator(s)provide <br /> the initial support and helpdesk to the Participants'users and that NC HIE Call Center will <br /> handle the 2n Tier,if needed. In addition,NC HIE will provide an online issue tracking system <br /> that includes a full text search capability for finding solutions to similar issues. <br /> Un <br /> User QO or Participant Administrator QO/Participant Adrninistrator(s) <br /> Questions QO or Participants that have a question QO/Participants Tier I Help Desk cannot resolve: <br /> regarding that a participant cannot access or <br /> What is my user id? connect to the HIE. <br /> • Could you reset my password? that a participant is not able to access <br /> • How.do I set up a new user patient information by breaking the <br /> • How do I do access or connect glass: <br /> to the HIE? the slow performance of the system <br /> • I have an individual who the error message that;a participant is <br /> wants to Opt-Out. what is receiving. <br /> this process? when will we have a gateway to VA? <br /> Could you help me with a - I cannot access the online ticketing <br /> technical issue with the HIE system <br /> solution? <br /> QO/Participant Help Desk and Support to the Inform outcome to participants <br /> Role participants <br /> NC HIE Role Make training and FAQ available for Help desk and support to the QOTarticipant <br /> QO/Participant Help Desk Administrator(s)(designated contacts) <br /> Service Level Agreements <br /> Definitions: <br /> The Service Level describes the key areas of measurement used for demonstrating compliance with the <br /> provision of services.The Service Level Metric is a subset of each Service Level.The Service Levels are <br /> described with some of the following components. <br />