A: Counties should use the existing time study coding they use for project-related activities.

A: Yes, the Production Simulation Support Team will receive feedback from users and escalate to dedicated feedback channels.

A: Production Simulation Support Office Hours will be offered on weekdays daily. Email support will be provided between 8am and 5pm on weekdays. Furthermore, support clinics will be made available to users to discuss key areas of functionality where clarity is needed.

A: Yes. End User Scenario Testing (EUST) 3 scenarios will be provided to users to support Production Simulation.

A: The 50% referenced in the All County Letter (ACL) means 50% of all users, not 50% of Super Users.

A: Counties identify their own "core users" so that those users can be given access to the Production Simulation environment.

A: At least during Phase 1, ServiceNow will be used for logging incidents for Tier 2 to work on. County/organization Tier 1 teams will be able to log tickets using the ServiceNow portal (CSM). Otherwise, county users who are not Tier 1 should reach out to their Tier 1 staff or contact Tier 2, and Tier 2 will log the ticket in ServiceNow. Tier 1 will receive dedicated overviews of how to create a ServiceNow incident.