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50 <br />■Before you proceed you should: <br />x Report urgent or critical problems by phone (see steps above) <br />x Verify that any email SPAM software will not block our e-mail responses (from either <br />HIEsupport@sas.com or technicalsupport@sas.com) <br />■Enter the basic Information on the form to create a Track with SAS NC HealthConnex Technical <br />Support. If you want to update an existing Track you can do so at <br />http://support.sas.com/ctx/supportform/updateForm.. <br />■Problem Description - Be sure to include 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 />■After you supply the basic information, click “Next Page” to proceed. Otherwise click “Reset” to start <br />over <br />■Shortly after you submit the form, you will receive an automatic e-mail that: <br />x Confirms that you have submitted the form successfully <br />x Provides the 10-digit Track number that has been assigned to your e-mail request. You will use <br />this number to identify your issue moving forward. <br />Emergency Issues After-Hours <br />If your organization experiences a total NC HealthConnex system or operational failure; this is considered a <br />critical Severity 1 or 2 issue (see definitions above). <br />■Please have the PAA and/or your IT point of contact validate that the outage/issue is occurring for all <br />users and is not related to your facility’s systems or infrastructure. <br />■If your contract states you have 24-hour support for Emergency Issues, please call the SAS phone <br />support lines for assistance, 919-677-8008 -or-800-727-0025. <br />x The SAS operator will forward you to a live, SAS Technical Support representative who will <br />gather information to initiate a Track. <br />x Please provide after-hours contact information for the main point of contact as well as the IT point of <br />contact if applicable (for example, VPN /bi-directional feed usage Participants) and ensure both are <br />available to help triage issues at that time (both are required for emergency tickets to be addressed <br />after hours if you connect to the NC HealthConnex via VPN /bi-directional feed). <br />x The SAS Technical Support representative will then contact an on-call SAS NC HealthConnex/SSOD <br />Support Representative to work with your team. <br />x On these occasions, you should expect a call back from a SAS NC HealthConnex/SSOD Support <br />representative within 2 hours of your initial contact. <br />x During off-hours support, you may be asked to provide your SAS Site Number. <br />■Because SAS cannot guarantee less than 24-hour response on problems tracked electronically, you <br />should report Severity 1 or 2 problems by phone. If you chose to send an email or enter a Technical <br />Support Form, your issue will be addressed the following business-day morning. <br />More information about SAS technical support services and policies can be found <br />at http://support.sas.com/techsup/support.html. <br />DocuSign Envelope ID: 47B4445A-C7CA-4D2E-9075-2AFD82F82DEC