Transaction Services
ANX Velocity (standard EDI)
Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").
Support Channels: Hours of Operation
| Support Channel | Hours of Operation | Point of Contact 2 |
|---|---|---|
| Phone | Monday-Friday 8:00 AM to 6:00 PM 1 |
877-488-8269 |
| Monday-Friday 8:00 AM to 6:00 PM 1 |
support@anx.com | |
| Chat | Monday-Friday 8:00 AM to 6:00 PM 1 |
http://chat.anx.com/ |
1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.
Response Times.
| Service Request Type | Request Priority | Acknowledgment (Average) | Resolution/Completion |
|---|---|---|---|
| High | 15 Minutes | 8 Hour | |
| Incident | Medium | 15 Minutes | 16 Hours |
| Low | 15 Minutes | 24 Hours |
| Change Request | Request Time Frame | Acknowledgment (Average) | Lead Time Required |
|---|---|---|---|
| Business Hours | 15 Minutes | 24 Hours | |
| After Hours 3 | 15 Minutes | 72 Hours |
3 After Hours: Monday through Thursday, 6:00 PM to 8:00 AM; and Friday 6:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).
ANX Velocity (EDI Managed Services)
Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").
Support Channels: Hours of Operation
| Support Channel | Hours of Operation | Point of Contact 2 |
|---|---|---|
| Phone | 24/7 | 877-488-8269 |
| 24/7 1 | support@anx.com | |
| Chat | 24/7 1 | http://chat.anx.com/ |
1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.
Response Times.
| Service Request Type | Request Priority | Acknowledgment (Average) | Resolution/Completion |
|---|---|---|---|
| High | 15 Minutes | 8 Hour | |
| Incident | Medium | 15 Minutes | 16 Hours |
| Low | 15 Minutes | 24 Hours |
| Change Request | Request Time Frame | Acknowledgment (Average) | Lead Time Required |
|---|---|---|---|
| Business Hours | 15 Minutes | 24 Hours | |
| After Hours 3 | 15 Minutes | 72 Hours |
3 After Hours: Monday through Thursday, 6:00 PM to 8:00 AM; and Friday 6:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).
MedNX
Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").
Support Channels: Hours of Operation
| Support Channel | Hours of Operation | Point of Contact 2 |
|---|---|---|
| Phone | 24/7 | 877-488-8269 |
| 24/7 1 | support@anx.com | |
| Chat | 24/7 1 | http://chat.anx.com/ |
1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day; (all times Eastern U.S. time zone). Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.
Response Times.
| Service Request Type | Request Priority | Acknowledgment (Average) | Resolution/Completion |
|---|---|---|---|
| High | 15 Minutes | 4 Hour | |
| Incident | Medium | 15 Minutes | 8 Hours |
| Low | 15 Minutes | 24 Hours |
| Change Request | Request Time Frame | Acknowledgment (Average) | Lead Time Required |
|---|---|---|---|
| Business Hours | 15 Minutes | 24 Hours | |
| After Hours 3 | 15 Minutes | 72 Hours |
3 After Hours: Monday through Thursday, 11:00 PM to 7:00 AM; and Friday 11:00 PM through Monday 7:00 AM; (all times Eastern U.S. time zone).
MedNX Remote Access
Service Desk Support. ANX shall provide to Customer the following Service Desk support (the "Service Desk Support").
Support Channels: Hours of Operation
| Support Channel | Hours of Operation | Point of Contact 2 |
|---|---|---|
| Phone | Monday-Friday 8:00 AM to 5:00 PM 1 |
877-488-8269 |
| Monday-Friday 8:00 AM to 5:00 PM 1 |
support@anx.com |
1 Except Major Holidays: New Year's Day, Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day; (all times Eastern U.S. time zone). Phone support only on the listed holidays.
2 ANX may change the Point of Contact information by providing written notice to Customer, which may be sent via email.
Response Times.
| Service Request Type | Request Priority | Acknowledgment (Average) | Resolution/Completion |
|---|---|---|---|
Incident |
Business Hours | 30 Minutes | Per SLA set forth in the Service Order |
| After Hours3 | Within 30 minutes of the start of the next Business Day | Per SLA set forth in the Service Order |
| Change Request | Request Time Frame | Acknowledgment (Average) | Lead Time Required |
|---|---|---|---|
| Business Hours | 1 Hour | Per SLA set forth in the Service Order | |
| After Hours 3 | Within 30 minutes of the start of the next Business Day | Per SLA set forth in the Service Order |
3 After Hours: Monday through Thursday, 5:00 PM to 8:00 AM; and Friday 5:00 PM through Monday 8:00 AM; (all times Eastern U.S. time zone).
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