Support Process and Structure

The support process and structure are subject to the terms and conditions of the Master Agreement and Support Services Schedule. MCS shall use commercially reasonable efforts to support all services.

Tiered Support

A tiered support structure will ensure the proper resource assignment based on the nature of the support issue. After a support ticket is logged, personnel will review and determine the proper tier to support the issue.  

Owner	Tier	Priority	Definition	Response Time
MCS	1	5	General Question No impact to workflow, non-critical	1 business day
		4	Process or Technical Question Some impact to workflow, non-critical	1 business day
		3	Defect or Integration Error Critical, workaround available	1 business day
MCS	2	2	System Severely Degraded, but Available	4 hours
MCS	3	1	System Down and Unavailable	1 hour

Tier 1 Support

Tier 1 Support covers general questions. Tier 1 Support personnel will have authorized access to the MCS platform for review and management of issues and questions.

Notifications for each new support request are sent to all Tier 1 Support personnel and handled on a first-come, first-served basis according to the level of priority.

The procedure for managing Tier 1 Support is as follows:

1. The customer will notify MCS of the issue via email to [e-mail] or phone.
2. MCS will log a support ticket in the MCS ticketing system.
   • All support tickets will be prioritized.
   • Tickets will be assigned and worked.
3. The customer will receive a ticket confirmation with incident details and a case number.
   • The customer can reply to the support ticket email to maintain communication on the case number.
4. The customer will receive status updates until resolution based on SLA for priority.
5. The resolution will be published, and the customer will receive an email with case details on the resolution.

Tier 2 Support

Tier 2 Support requires technical troubleshooting and investigation. Tier 2 Support will have direct, authorized access to raise production issues with on-call Tier 3 Support.

Tier 3 Support

Tier 3 Support is for infrastructure issues related to hardware. MCS will monitor all infrastructure for both active threat detection and availability. All non-production environments will automatically notify the appropriate team members when an issue is detected. Notifications will be handled during standard support hours. 

All production environments will automatically notify the appropriate team members and page on-call personnel 24 hours a day, seven days a week. Automatic escalation processes are in place to ensure that, in the unlikely event that a notification is missed, every incident is acknowledged and addressed in a timely manner.

Incident Notification

For Priority 1 and 2 Incidents, MCS will respond to the incident within one hour from starting with a status update. Incident notification will include the following information, if available:

• Incident start time
• Impact
• Workarounds
• Estimated resolution time

MCS will continue to provide updates every two hours (or sooner) for the duration of the incident.

Within 48 hours of incident resolution, MCS will summarize the issue and its resolution. The summary will be distributed to the impacted customer or customers.

Resolution and Root Cause Analysis

Upon resolution of all Priority 1 and 2 items, MCS will provide a Root Cause Analysis (RCA) explaining the cause, resolution, and risk mitigation plan within five business days.