=====Hines Support Page==== ====Support 911's for DLZP==== **Critical** and **High** support emergencies should be raised via DLZP's 24 hour Emergency Line at (281)-912-3597 x911 ====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 | ---- ====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. ---- ====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. | ---- ====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 | ---- ====Products Supported==== SunSystems Financials https://www.sunaccounts.com/ ====DLZP Responsibilities==== License Management 1st, 2nd Level Support