Source Support has a well defined and detailed set of Best Practices. The chart below is a small but important component of these practices. When partnering with Source Support, our operations team meets with the appropriate people in your organization to review these Best Practices and make any changes specific to your business needs. By doing this, we will minimize any changes that need to be made in our partner's workflow and reduce the ramp up time to successfully meet established service levels.

Service Call	Description	Escalation/Action	HD/Owner Update
SEV 4	Non Critical situation, normal repair expected to be completed in SLA time frame	None Necessary: normal reporting of call and standard way of working	Standard way of working
SEV 3 CID	Non critical situation, however, repair is not expected to be complete within SLA time frame - Cause of the delay is due to the customer	Immediate to SSS Management and reported at weekly SSS Executive Review	Daily Updates to SSS Management, Weekly to SSS Executive Review
SEV 3	Non critical situation, however repair is not expected to be completed within SLA time frame - CAUSE OF DELAY IS DUE TO SSS and/or Partner team	Immediate to Partner and SSS Management, and reported daily to both to SSS Management Team	Daily Updates to SSS Management, weekly to SSS Executive Review
SEV 2	Potential critical situation at customer site, regardless of warranty, if issue is not solved quickly, potential for critical impact of customers business and potential loss of future business with Partner	Immediate: Partner and SSS Management contacted via phone and email for immediate action	Daily Updates to Partner and SSS Management
SEV 1	Critical Situaiton at customer site (regardless of warranty) immediate impact to customer's business. Immediate Partner Management & SSS CEO escalation required	Immediate: Partner and SSS Management and Executive teams contacted via phone and email for immediate action	Hourly updates to Partner and SSS Management and Executive Teams

** A full listing of these best practices is available upon request