## Member Support Process
The member support process outlines the policies and procedures for Members who experience issues while using the TSANet Connect system.
Scope of Support
Support includes all parts of the TSANet Connect system, including Web App and TSANet Connectors. For community integrations, TSANet provides developer and production API support.
Changes made to Members' IT systems or support of those systems are outside the scope. TSANet will work with the Member's IT staff as needed to assist them in isolating problems with TSANet Connect integrations.
Support Priority Definitions
Members can submit the following type of support request.
* **Feature Request:** A request to change the current system.
* **Priority 3:** Questions and low priority system issues that still allow the system to function.
* **Priority 2:** Any issue that prevents the full use of the system or critical feature.
* **Priority 1:** System down or loss of access to the system with no workaround in place.
Support Hours and Response Times
The chart below provides information on support hours, response times and method of contact for each issue priority.
Issue Priority
Support Hours
Response Times
Contact Method
Feature Request
9am-5pm CST
Next Business Day
Email
Priority 3
9am-5pm CST
Next Business Day
Email
Priority 2
7x24x365
2 Hours*
Phone
Priority 1
7x24x365
1 Hours*
Phone
{% hint style="info" %}
For **Priority 1 and Priority 2** issues, call +1 913-730-2270 (Option 1) or [Report an Outage](https://uptime.betterstack.com/report/HFRdANZUaciMPwT2wPoPAXuB?_gl=1*1cq39wp*_gcl_au*NjU2MzMyMjcwLjE3NzEyNjEzOTU.)
**For Priority 3** issues email or Chat from Public Web or Connect site.
{% endhint %}
Feature Request Process
As a Member-driven organization, feedback from Members on the TSANet Connect system is the primary source for future system features. Members can provide feedback in the following ways:
1. Submit a request by emailing with the details of what change you would like to see made to the system.
2. Participate in a regional focus group. All Standard, Premium, and Elite Members can participate in a regional focus group. These groups meet twice a year and includes the ability to provide feedback on the direction of the TSANet organization including the TSANet Connect system.
All feature requests will be reviewed, and the Member will be updated with their status. The TSANet Board of Directors provides guidelines for system changes based on budget, current strategy, and next system release priorities.
Members can request co-development or Member-sponsored development based on a specific Member’s need. If the request requires an additional budget, a Member or group of Members could fund the project.
Escalation Process
Members can escalate to TSANet Management, based on issue type, priority, and business impact. The guidelines below should be used when escalating issues:
1. **Problems with contacting a Member:** Each Member provides an escalation process to use, which is communicated when making the initial request. If that escalation process does not work or the Member consistently does not respond within the agreed SLA, then TSANet can be used as a secondary escalation point. Contact the Escalation contacts below by email or phone.
2. **Feature Request and Priority 3 issues with TSANet Connect:** For any Feature Request or Priority 3 issue, contact the Escalation contacts below by email or phone.
3. P**riority 1 and Priority 2 issues with TSANet Connect:** For any Priority 1 or Priority 2 issues, please call the escalation contacts below.
#### Escalation Contacts:
**TSANet Phone:** +1 913-730-2270 – Select Option 1 for TSANet Connect
**Paul Esch, TSANet President:** Email: Mobile: +1-225-402-9626
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