Conditions to Receive Support. 3.3.1 Licensee must designate one or more Application Administrators, each of whom shall be an employee or contractor of Licensee. Only a designated Application Administrator may request Support. It is the responsibility of Licensee to instruct Users to route Support requests through the Application Administrator.
Conditions to Receive Support a. Customer must designate at least one and as many as three system administrators, each of whom shall be an employee or contractor of Customer. Only a designated system administrator may request Support Services. It is the responsibility of Customer to instruct Authorized Users to route Support Services requests through system administrators. Additionally, system administrators will resolve issues raised by Authorized Users wherever possible and will direct Authorized Users to the self-help resources listed above in the event such resources may provide such resolution.
