Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base.

• If no Knowledge Base article exists, then the Vendor will determine if a knowledge base article needs to be created and follow appropriate procedures to do so.

• Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis.

• Escalate unresolved Incidents and Service Requests based on the defined escalation processes, maintained and stored in Customer Knowledge Base system.

• Identify opportunities for the Service Desk to tackle more difficult incidents/requests.

• Ensure continuous improvement year over year with regards to meeting and exceeding requirements.

 • Adhere to the SOPs, SLAs and KPIs provided by customer.

 • Identify VIP members, vendor will take extra care in following documented processes and procedures which includes but not limited to non-direct contact and the expedited escalation of ticket to proper support queue.