1st Sub-Contractor Support Echelon

This Sub-Contractor Support Echelon is subject to the Prime Contractor Managed Services Agreement and Master Alliance Agreement.

Overview

The 1st Echelon defines the scope and level of technical support services that Company provides when delivering managed services through Alliance Partners to Beneficial Clients.

Target Audience

This echelon is designed for support delivery through Alliance Partners with coordination between Company technical staff and the partner’s support structure.

Service Scope

The 1st Echelon support includes technical assistance and problem resolution appropriate to this support level, delivered through the Alliance Partner’s coordination.

Key Activities

Support activities at this echelon are delivered according to the specifications in the Prime Contractor Managed Services Agreement and coordinated through the Alliance Partner.

Deliverables

• Technical support and problem resolution
• Documentation and knowledge transfer to Alliance Partner
• Escalation coordination as needed

Escalation Path

Issues requiring higher-level expertise are escalated according to the procedures defined in the Prime Contractor Managed Services Agreement.