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1 <br />Courthouse Computer Systems – Support Model <br />Courthouse Computer Systems provides ongoing support for all of the systems it deploys. Maintenance <br />is performed through onsite support, remote access support, telephone support, email/website support, <br />and online chat. Courthouse Computer Systems prides itself on its customer centric policies that ensure <br />that any issues are promptly addressed. <br />Normal support hours are 8:00 – 5:00 EST Monday through Friday. Support provided outside of these <br />hours will not incur any additional charges. In the event of an emergency, Courthouse Computer <br />Systems can be contacted 24/7. We respond to requests based upon criticality, but endeavor to give <br />each issue immediate attention. <br />Customer Support Objective <br />When a customer initiates a telephone support call we will answer immediately with a trained support <br />staff member who will understand the issue being experienced. Whomever answers the call will know <br />the customer by name and will have had a face-to-face meeting with the customer before. He/she will <br />be able to decide quickly if it is a matter they can resolve or whether the request needs to be escalated <br />to another team member or a software engineer. <br />Customer Support Process <br />Critical Issues – Contact Courthouse Computer Systems via the toll-free hotline (1-855-Court-IT). Calls <br />to this hotline are immediately answered by a technical support specialist, unless all specialists are <br />actively assisting other customers. In the event a specialist in unavailable, calls are answered by a call <br />coordinator who is responsible for documenting the issue, assessing the severity of the issue, and <br />routing the issue to the appropriate support specialist or development team member. Depending upon <br />the severity of the issue, technical support specialists will be interrupted in the work they are <br />performing to be redirected onto high priority items. 80% of calls are answered directly by technical <br />support specialists, while 20% of calls are answered by call coordinators. <br />Non-critical Issues – Contact Courthouse Computer Systems via the <br />Support@CourthouseComputerSystems.com email address or the support hotline. The support address <br />is actively monitored throughout the day and checked at a minimum of once per hour during business <br />hours. <br />Attachment D - Courthouse Computer Systems - Support Model and SLA <br />20