Inlet Corporation - Phone Support Hours of Operation

Tier 1 Phone Support Hours of Operation

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BASIC 5 X 10 Contract. The Basic Support Center contract is for an 7:00 a.m. to 7:00 p.m. EST. Monday through Friday, except during standard Inlet published holidays. The standard hours of operation for the Support Center are 7:00 a.m. to 7:00 p.m. EST. This means that the Support Center engineers cover both the eastern and midwest time zones during normal business hours. For clients in the mountain and western time zones, an after-hours support number is included with the Phone Support Acknowledgment letter to be used for additional coverage.

EXECUTIVE 24 X 7 X 365 Contract. A full coverage version of the telephone support is available to allow unlimited phone support 24 hours a day, seven days a week even during holidays. Clients utilize Inlet's 800 number support line during the standard business operation hours of the Support Center. For after hours, weekends and holiday coverage, an after-hours support number is included with the Phone Support Acknowledgment letter.

Holiday and Emergency Policies. The holiday schedule for Inlet's Support Center will follow the Inlet Corporation holiday schedule. This schedule is updated on an annual basis. The standard holidays observed by Inlet are:

New Years Eve	Labor Day
New Years Day	Thanksgiving Day
Presidents Day	Day after Thanksgiving
Good Friday	Christmas Eve
Memorial Day	Christmas Day
Independence Day

Occasionally, during a winter snowstorm ect... if an emergency should occur that forces the closing of the Support Center, a recording will be placed on the phone system to direct all callers to a alternate support number for support during that time period.

Service Deliverables

The BASIC program provides:

	Unlimited Telephone support from Inlet's Support Center 7:00 A.M. to 7:00 P.M. local time Monday through Friday.
	Inlet's 24 Hour Virtual Support Center.
	Inlet's Internet Server Access. FTP & WWW
	Inlets News letter "The Jetty"

THE EXECUTIVE Support program provides:

	Unlimited Telephone support from Inlet's Support Center 24Hrs a day 7 Days a week.
	Inlet's 24 Hour BBS System.
	Inlet's Internet Server Access. FTP & WWW
	Inlets Electronic News letter "The Jetty"

Deliverables for all programs:

	A confirmation letter detailing program participation, phone numbers and additional access information.
	A toll-free (Within the USA )number for 7:00 A.M. to 7:00 P.M. EST direct telephone support.
	A toll-free (Within the USA) number "after hours" phone number for clients outside of the eastern time zones and 24 Hour access to an engineer for a callback.
	Prompt response to technical questions.
	Experienced, technical support engineers.
	24 Hr. Access to Inlets Virtual Support Center

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