Orange County NC Website
Browse       Search
have access to the database and hardware resources to be able to perform d lag occur <br />mount and be available far followup. If required, FASTER does accept calk from <br />Customer Staff who do not meet the above requirements. However, resolution of some <br />Issues may require a Customer Staff member who meets the above criteria be available. <br />Is Customer accepts sole responsallity, for any compatibility problems between the <br />Services and any ether application software or non current software programs not <br />mainmined or supported by FASTER. <br />13. Submitting a Request: Customer should be prepared to provide the following: <br />a. Telephone number and altemate method of contact (i.e. email address); <br />Is Adescription of Customers problem or question; <br />c. Provide screen capture /s or video /s of the Bases; <br />d. The circumstances under which the problem does or does sea occur; <br />e. Specific error messages, error numbers, log files and perform numbers; and <br />L Far customers who host FASTER on their Internal IT Infrastructure, additional <br />Information may he needed such as: Vernon of the FASTER Software In use, client or <br />server operating systems versions, Hardware specNlutlons, etc. <br />12. FASTER will follow the below process to aubt Customer with resolution of bsues; <br />a <br />During Normal Business Hours, FASTER's answering of phone ells Is as follows: 95% by <br />the third ring, 99% by the fifth ring. <br />b. Them is an exception to the above during FASTER SupWrtTeem training, which will acwr <br />no more then twice a month and for no more than 90 minutes each. During these training <br />sessions, the response time may drop to 90% of calls answered by the fifth ring. <br />c. FASTER's response to email support requests during Normal Business Hours Is:95 %within <br />three hours and 99% within one business day. <br />d. Once contact with a FASTER Support Team Member Is established via phone or ¢mall, a <br />case will he heated for tracking purposes and the supplied information will be <br />documented such that a Customer may request a one number for tracking purposes. <br />e. In order to twelve the Issues on Costumers first call, FASTER's Support Is structured He <br />answer Customer's questions and Identity logs, mats or error information the Customer <br />needs to acquire and squall In order to trouble shoot the Issue during that flm phone <br />call. <br />f. If the laws cannot bereseaed In one phone all, the Support Team Member who took <br />the call will diligealystdve for Binary resolution. If the Support Team Member cannot <br />FASURno Response to 5243 far Orange County, NO I Page 177 <br />