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49 <br />Technical Support Communication Options Details: <br />Email Support: <br />Please send all email requests or issue communication to HIESupport@sas.com. <br />■Your email will go directly to the SAS NC HealthConnex Technical Support Team, a new issue Track <br />will be created, and a 10-digit Track number will be assigned/emailed to you. This 10-digit Track number is <br />important and should be used in all on-going issue communication. <br />■You can update an existing Track by sending the existing 10-digitTrack number in the subject line to <br />HIESupport@sas.com or by replying to the new Track confirmation email you receive. All members of the <br />SAS NC HealthConnex support team are immediately notified when a Track is raised in this manner, as is <br />the Analyst who is currently assisting you. <br />■Verify that any email SPAM software will not block our e-mail responses (from either <br />HIEsupport@sas.com or technicalsupport@sas.com) <br />■Please be detailed in your problem description by including the following information: <br />x Steps to reproduce and demonstrate the issue <br />x Results the user received (for example, if there was an error message what did it state, expected <br />results were incorrect and how, etc.)? <br />x Screen shots showing the error message as well as input prior to the error occurring <br />x Time, date and user experiencing the issue <br />x Client workstation details if appropriate (browser version, operating system, etc.) <br />x Is it an isolated incident or on going? <br />■Please refrain from contacting the support team via direct email addresses. Our goal is to respond to <br />you as quickly as possible and document all communication around a specific issue. If you email an <br />Analyst directly, and that person is away or on vacation, you may experience delays in response <br />times. Emailing the support address guarantees the email will be handled quickly and the details of your <br />communication will be captured in the issue tracking system via the 10-digit Track number. <br />Note:All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee <br />response times listed above. <br />Phone Support: <br />Please use the following phone number to call the SAS NC HealthConnex Technical Support Team: (919) 531- <br />2700press option “2” <br />■You will then be prompted to enter "1" if you have a Track number (an existing issue) or enter "2" to <br />speak with the operator (a new issue). <br />x If this is an existing issue, please locate your SAS NC HealthConnex 10-digit Track number prior <br />to making the call and provide it when prompted. <br />x If this is a new issue, the Technical Support Analyst will provide a 10-digit issue Track number <br />during the call (be sure to ask for one if you do not receive it!). <br />■If you entered "1" you will be routed to the Track owner during normal business hours (8 am -8 pm <br />Eastern Time). <br />■A Technical Support Analyst will answer the call.Between 8:00 AM and 8:00 PM EST, ask to speak <br />with a NC HealthConnex Technical Support Representative if they do not identify themselves as such. <br />If after hours, and not an emergency, you can leave a message for technical support. <br />Note:All Severity 1 and 2 issues occurring outside 8 am to 8 pm ET must be submitted via phone to guarantee <br />response times listed above. <br />SAS Technical Support Form: <br />Please submit your issue via the online form at http://support.sas.com/ctx/supportform/createForm <br />DocuSign Envelope ID: 47B4445A-C7CA-4D2E-9075-2AFD82F82DEC