ops:hines:intro []

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=====Hines Support Page====

====Support 911's for DLZP====
<color red>**Critical** and **High** support emergencies should be raised via DLZP's 24 hour Emergency Line at (281)-912-3597 x911</color>


====Hines Support & Escalation:====
^ Escalation            ^ Contact                  ^ Name               ^ Email                            ^ Phone                ^
| Raise Initial Ticket  | DLZP Support Queue       | Hines Support      | hinessupport@dlzpgroup.com       | -                    |
| First Level           | Tech Support             | Victoria Ngarandi  | victoria.ngarandi@dlzpgroup.com  | -                    |
| Second Level          | Client Services Manager  | Brian Tharp        | brian.tharp@dlzpgroup.com        | (281) 912-3597 x103  |
| Third Level           | VP of Engineering        | David Brunet       | david.brunet@dlzpgroup.com       | (281) 912-3597 x102  |
| Final                 | President of DLZP        | Lisa Brunet        | lisa@dlzpgroup.com               | (281) 912-3597 x101  |



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====Primary Hours of DLZP Service Desk Operation====
{{:support_hours.jpg?600|Standard Support Hours}}

DLZP's Service Desk prime support hours, excluding Holidays, are shown above, with on-call availability outside these hours with advanced notice to DLZP. DLZP will respond to all **Critical** and **High** escalations 7x24x365.
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====Standard Service Level Agreement====
^ Issue Severity                                                                                                                                                                                         ^  Response Time Within:  ^ Resolution Targets                                                                                                                              ^
| __Critical:__ Critical business services are not operational Production systems are unavailable Data integrity is at risk No workaround is available                                                   |  1 Hour                 | DLZP will work to resolve or provide a work around within **2 hours** of customer request. \\ Subject to fulfillment vendor support policies.   |
| __High:__ A core application component is impacted System is operational but in a restricted capacity, and productivity is adversely affected Data has been lost A temporary work around is available  |  4 Hours                | DLZP will work to resolve or provide a work around within **8 hours** of customer request.\\ Subject to fulfillment vendor support policies.    |
| __Medium:__ Application or system is still functioning with non-critical loss of functionality Issue can be circumvented No risk to data                                                               |  24 Hours               | DLZP will work to resolve or provide a work around within **48 hours** of customer request. \\ Subject to fulfillment vendor support policies.  |
| __Low:__ Cosmetic issues, or requested changes to functionality Non-critical issues Enhancement request not requiring development activity                                                             |  48 Hours               | DLZP will work to resolve or provide a work around within **96 hours** of customer request. \\ Subject to fulfillment vendor support policies.  |

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====Key Contacts - Hines====
^ Name                       ^ Phone         ^ Email                        ^
| Geri Lim                   | 713-966-5471  | geri.lim@hines.com           |
| CC on All Tickets                         || FinancialApps@hines.com      |
| First Escalation Contact                  || Michael.Hernandez@hines.com  |
| Second Escalation Contact  | 713-966-7601  | Greg.Wilson@hines.com        |
| Scott Piercy               | 713-826-9688  | Alternate                    |


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====Products Supported====

SunSystems Financials 

https://www.sunaccounts.com/






====DLZP Responsibilities====
License Management
1st, 2nd Level Support
User Tools

Site Tools

Page Tools
