 down for a few hours. We have compiled generic support question- naires. You might need to add more based on the need of your application. Does the bidder provide a dedicated Support Contract Team to assist with managing the Support Contract globally? Ask the bidder to describe the support escalation process and point of contact. Ask the bidder to describe in-country product/service deployment and support for global availability. Chapter 9: Questions to Ask of a Service Provider Offering and an SBC Vendor 183 Ask the bidder to describe the escalation path for issue resolution. Does the bidder agree to make every effort to effectively manage the Support Offering Contract, for example, consolidation, recommendations, reporting, and management capabilities? Ask the bidder to describe the professional services offered by the bidder. Ask the bidder to describe available technical assistance (if applicable). Is assistance available by phone 24/7? Can calls be logged electronically? Does the bidder offer phone support in multiple languages? If so, ask for detail- specific language offerings including any additional costs on the Bidder Rate Sheet. Does the bidder offer any variations of the Support Offering? Does the bidder offer any value-added services in combination with the Support Offering? Nonemergency issues need to be addressed within 24 hours; emergency issues need to be addressed immediately. The selected bidder needs to log and provide monthly reporting on issues to your procurement team. Will the bidder meet this requirement? Ask the bidder to provide detail on any SLAs needed for support, different levels, and SO on, attaching a matrix if needed. Ask the bidder to provide examples of innovation in finding new approaches to solv- ing operational or commercial problems. Does the bidder employ any processes to monitor and track customer satisfaction? If so, ask the bidder to describe and provide examples of items measured. Does the bidder offer secure, centralized, and customized reporting? What experience doe