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hi everyone and thank you for joining us for todays webcast service level agreements and service now my name is Amanda Greiner Marketing Coordinator with GSI and Im also very pleased to welcome our main presenter Joan Nicolosi senior ITSM consultant now before we get started I wanted to give you a chance to review our safe harbor statement and now for a quick overview of todays meeting which will last about 60 minutes first we would like to take a moment to go over a couple of housekeeping items as well as provide a brief company overview then Ill turn it over to Joe to get into our main presentation which will last about 40 minutes next Ill take a minute to go over some upcoming educational events and then we will wrap up with a ten-minute QA session if you would like to submit a question you can do so through the questions panel at the bottom of the GoToWebinar console window located on the right side of your screen please note that questions will be answered at the end of the