Process Summary

Support Ticketing System

The Customer has the option to call or submit an action ticket via MMCI's web-based support ticketing system. A dedicated number will direct the approved caller to an MMCI representative who will discuss and take the preliminary information from the caller and format it into a ticket into the Support Service ticketing program. The MMCI agent also could directly refer, if available and if deemed URGENT on issue status, the call to another MMCI direct-resolve personnel to handle immediately. If a ticket is created in the online ticketing registry and MMCI personnel are advised as to the event added. Over 20 MMCI personnel are immediately notified via the web-based application as to the item submitted for review/action.

If a ticket is submitted directly online, MMCI will respond immediately to notify the issue has been collected and ticketed in the system. MMCI will utilize reasonable efforts to be online, or resolve, ticketed items within two hours after receipt of submission. These, however, do apply to hours of submittal, contract service and priority of item submitted. Items are categorized as such:

1. Critical: System is down/production has stopped. High priority. Takes president over lower tiered requests*. Critical requests extend outside of normal contractual business hours due to nature of request but also applicable to reflective service rates for these items.
   
   
2. High: Part or all the system is down, and throughput is severely affected. Again, takes precedent over lower tiered requests in ticketing queue. Resolution solution will begin as soon as possible. If required to go outside of the standard contractual service hours contract, approval for charges by customer approved representative needed before proceeding.
   
   
3. Medium: Not critical but needs to be addressed in a timely manner. Typical resolution solution request within 12 hours of submission. Not including holidays/weekends unless approved by customer representative.
   
   
4. Low: Basic questions or items of note. Minimal or no impact on throughput or productivity. Review or resolution of these items typically take place outside of a window 24 hours from submission or next business day from submission.

*MMCI reserves the right, upon review, to change the status of submission of items. The ticketing system will notify status standing of all items submitted after initial and further MMCI review.

During the process of either phone or direct ticket submittal, MMCI and the customer will get updated information via the ticketing portal as to the issue submittal status. From the initial item submitted, time and date, as to actions take and notes/discussions pertaining to that item until resolve via the customer contract portal and their ticket(s).

MMCI's phone and ticketing support services are NOT limited to those only with paid contracts. However, those under contract will receive priority over submissions by those that are not. Urgent requests, upon review by MMCI personnel, receive top priority regardless of contract standing unless deemed lower priority upon review by MMCI.