Accessing Support Services. Mercatus makes Support Services available to Customer through a variety of contact methods, which include access to online product forums (knowledge base), online support requests, email support requests, and telephone support during scheduled support hours listedbelow. Mercatus reserves the right to request access to Customer entity record(s) and data to help troubleshoot or access any issues or Service requests. • Online Support Portal and Forums. Customer will have login access to the Mercatus Support Portal, which provides access to the Mercatus forums (Knowledge Base), Mercatus documentation, and an online form for submitting support tickets. The Mercatus Support Portal is located at xxxx://xxxxxxx.xxxxxxxxxx.xxx. • Email Support. Mercatus will provide Customer with access to Support via email. Support tickets are created for all requests received at xxxxxxx@xxxxxxxxxx.xxx. • Telephone Support. Mercatus will provide Customer with access to Support via telephone. The telephone contact number for Mercatus Support is: +0 (000) 000-0000. If a Mercatus representative is not available to take Customer call, Customer may leave a detailed message with a description of the support issue and Customer phone number and email address. Voicemails will be automatically converted into support tickets and emailed to the support personnel on duty.
Accessing Support Services. A. Support Requests. Hours of operation and methods for accessing Support are provided in the table below. Customer contacts accessing Support must be registered with Netskope for Netskope to verify authorized representatives for communications and notices. Customer is responsible for creating and deleting Customer contact registration accounts.. Netskope will assign appropriate personnel and work to resolve reproducible Errors reported by Customer affecting the Services in accordance with the table below.
B. Severity.
