Contacting Customer Support. If you are unable to resolve an issue or question in relation to the Totara Enterprise Edition using the self-help resources described in clause 5, or, if applicable, any of the Designated Contacts may contact one of our customer support representatives for Second-level Support to receive support in accordance with your Support Plan. The online support portal is located at https:/ xxxx.xxxxxxxx.xxx.xx. You acknowledge that:
Contacting Customer Support. End User Support is initiated through a customer support contact via telephone or e-mail. The following information can be used to initiate the support process: Support Number: 614-602-8190 E-Mail Address: xxxxxxx@xxxxxxxxx.xxx A support ticket will be issued via e-mail and/or phone along with a priority per the response times provided in this SLA. During this initial contact, the end user support person may verify and/or request the following information from the Subscriber. Failure to provide this information may hinder the ability to resolve the issue in a timely fashion. • Subscriber support contact information (name, title, company name, e-mail address, phone number, pager number, fax number, and/or cell number). • Confirmation of operating system, browser and/or other desktop information. For performance issues, include desktop operating system, disk space, amount of memory, and MHz. • Detailed problem description. Include any symptoms, patterns (time of day, certain users, etc.), and/or any specific error messages received. • When possible, screenshot(s) depicting the issue • Historical description of problem (did it ever work, when last worked, what changed, what steps have been taken to avoid and/or resolve issue, etc.).
Contacting Customer Support. 8.1. The following methods of Customer helpdesk support are available when using the Software:
