Confidential Phone Internet CustomerHelp Desk Support Model for Sabre Qik Customers V 1.0 Agency eServices

Confidential System Problem Resolution 3rd Level Support Resolves complex service incidents Provides updates to customer Develops and distributes minor fixes and modifications Development Team Performs software code changes Develops mayor fixes and modifications to both base and customized applications End User Help Desk Turbo Sabre / Ticketing Assistant / Power Assistant Support Targets to solve 75% of incidents at 1 st Contact. Sabre Technical Desk Support Structure for Sabre Qik Products Manage all incidents through lifecycle, end to end Escalate problems as needed to ensure resolution Qik Developer Help Desk Central point of contact for Sabre Qik Developer customers Targets to solve 25% of incidents at 1 st Contact Sabre Technical Desk

Confidential Who to contact End Users Help Desk Handles all questions, concerns and requests related to Turbo Sabre, Ticketing Assistant, Power Assistant, or any customized Sabre Qik developed application. For customized solutions, please note that this desk will be able to address questions related to the base application. However, how-to questions related to customized procedures (e.g. back-office integration) will need to be addressed by someone within the agency. - Phone- Local Sabre Software Support Desk number Qik Developer Help Desk Central point of contact for Sabre Qik Developer problems and requests. - Phone- Local Sabre Software Support Desk number

Confidential Who to contact Self-help resources: Agency eServices Qik Developer Community: omDisplay&Com_Id=101& omDisplay&Com_Id=101& Agency eServices Turbo Sabre Community: omDisplay&Com_Id=506& omDisplay&Com_Id=506& Sabre Travel Network product overviews: Turbo Sabre: Sabre.html Sabre.html Sabre Qik Developer: cation_development/qik.html cation_development/qik.html

Confidential Basics Help desk is staffed 24x7x365 Service targets: Answer minimum of 70% of calls within 40 seconds Phone response within 24 hours or web responses within 72 hours End-to-end Service Incident management

Confidential Managing Service Incidents Severity Levels Level 1 - A complete loss of service. The system is inoperable. Work cannot continue. Target resolution: 24 hours Level 2 - A severe loss of service. Problem affects a critical business function. However, work can continue in a restricted operating mode. Target resolution: 5 to 10 days Level 3 - A moderate loss of service. A workaround is available. Target resolution: Future release Level 4 - No loss of service. Problem is minor. No workaround is required. Target Resolution: undefined

Confidential Information to send to the Support Desk What you should include while reporting a problem: A full description of the problem, steps to repeat, expected behavior and actual behavior – providing this from the start speeds up the entire resolution process Version Number of the application qik.properties – almost always this file is useful for troubleshooting qik.trace.log – generated after activating full tracing developer.trace.log – if the problem is generated while developing desktop.lax and developer.lax files – if you have added any external libraries to them The actual script or application – if you feel like it can help clarify what your problem is about