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47 <br />Attachment 10 <br />Technical Support <br />For more information on capitalized terms used in this Attachment but not defined in the Participation Agreement, <br />please direct any questions to the SAS Technical Support Team. <br />Contacting the NC HealthConnex Technical Support Team <br />SAS NC HealthConnex Participant Account Administrator Assignment: <br />■The designated NC HealthConnex Participant Account Administrator (PAA) is recognized as the point <br />of contact to utilize the SAS NC HealthConnex Technical Support Team and Help Desk. <br />■If the PAA chooses to add additional PAA that will coordinate with SAS, the existing PAA should <br />communicate the additional PAA’s name and contact information to the SAS NC HealthConnex Technical <br />Support Team at HIEsupport@sas.com. Please also communicate any future changes to administration so <br />that contact information will be kept up to date. <br />■All Authorized Users from your organization should communicate any questions they have about usage <br />of NC HealthConnex to their PAA. The PAA should first try to answer the question for their Authorized <br />Users. If they are unable to answer the question or has discovered an issue with the application, they should <br />then direct questions, themselves, to the SAS NC HealthConnex Technical Support Team on behalf of their <br />Authorized Users using one of the options below. <br />NC HealthConnex Technical Support Communication Options: <br />As a PAA, you have three options for communicating with our SAS NC HealthConnex Technical Support team: <br />SAS Email Support: HIESupport@sas.com <br />SAS Phone Support: (919) 531-2700 <br />SAS Technical Support Form: http://support.sas.com/ctx/supportform/createForm <br />In the “Product” field, select “NC Health Information Exchange (HIE) -HealthConnex” <br />All three options are tied closely with our customer issue tracking/ticketing systems, which ensures documentation <br />of all issues and conversations, as well as providing timely responses and feedback. Details of how to use each <br />option is listed below. If you have questions about the options reach out to us. We are happy to help you determine <br />the best option for your organization. <br />Note: Please use only these three options. Avoid communication via individual email accounts and phone <br />extensions. This ensures that the entire team knows about all issues submitted and that all team members <br />have backup in case they are away from their desk or office. If you have been working with a specific Analyst <br />on an issue, you will be forwarded to them so they may continue to assist you (or you may request that this <br />occurs). <br />General Technical Support Hours of Operation: <br />■Monday through Friday 8:00 a.m. to 8:00 p.m. Eastern Time <br />■See details below for after-hours emergency and outage support <br />Information you should provide (regardless of the communication option you utilize) <br />■Contact name <br />■Contact email address <br />■Company name <br />■Company site number (it will start with “HIENCQ-#”) <br />■Problem description <br />■Steps to reproduce and demonstrate the issue <br />■Results the user received (for example, if there was an error message what did it state, expected results <br />were incorrect and how, etc.) <br />■Screen shots showing the error message as well as input prior to the error occurring <br />■Time, date and user experiencing the issue <br />■Client workstation details if appropriate (browser version, operating system, etc.) <br />DocuSign Envelope ID: 47B4445A-C7CA-4D2E-9075-2AFD82F82DEC