Technical Support/Operations. Customer may submit an Incident Report to CSG’s support center (“International Support Desk” or “ISD”) via telephone, or CSG’s web accessible Incident Report tracking system (accessed at *************************) and other mutually agreed means; provided, that Customer must notify CSG of any Critical or High Incidents via telephone to the ISD. CSG shall provide support on a ******** *** ******** ** **** ********* and during **** ** – **** ** ******* ****** and *** *********.
Technical Support/Operations. Customer may submit an Incident Report to CSG’s support center (“International Support Desk” or “ISD”) via telephone, or CSG’s web accessible Incident Report tracking system (accessed at [*****://*****************]) and other mutually agreed means; provided, that Customer must notify CSG of any Critical or High Incidents via telephone to the ISD. CSG shall provide support on a [******** *** ******** ** **** ********* and during *:** ** – *:** ** ******* ****** *** *** *********]. Support Levels CSG shall escalate support issues as follows: Level 1 Support (ISD): CSG provides initial support through CSG’s ISD, which shall provide for the initial triage of an issue. The ISD may be contacted via telephone (required for Critical and High Incidents) email or web (through CSG’s extranet at [*****://*****************]) and will work with the Customer to collect pertinent information, understand the issue and attempt to replicate and Resolve. If, after the ISD’s investigatory resources are exhausted, the ISD is still unable to Resolve the Incident, it will escalate to Level 2 Support. Level 2 Support (Operations): Once the ISD escalates the Incident to Operations, Operations begins troubleshooting and analyzing the Incident. Operations has additional security rights permitting it to dig deeper into the issue through database queries, server reviews and monitoring. If, after the Operations’ investigatory resources are exhausted the Incident remains unresolved, the issue will be escalated to Level 3 Support.
