Table of Contents
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 | 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
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 | |
|---|---|---|
| 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
DLZP Responsibilities
License Management 1st, 2nd Level Support