Customer Support Procedures Sample Clauses

Customer Support Procedures. 5.6.1 USR will provide technical support to its customers and end users of the USR Hardware Platform products incorporating the Licensed Software, and will provide such technical training to its resellers as USR in its discretion determines to be necessary or appropriate. 5.6.2 Xxxxxxxxxx agrees to regularly supply bug notes or other documentation defining the relevant hardware and software information, symptoms, solutions, or work-arounds for major Licensed Software problems. 5.6.3 Xxxxxxxxxx agrees to supply technical documentation that is useful or necessary to perform customer support and troubleshooting or to analyze the technical benefits and risks of introducing a new software or hardware release of the Licensed Software into USR's customer base. 5.6.4 USR and Xxxxxxxxxx agree to the following escalation policy to manage problems that impact the performance of the Licensed Software at end-user sites: (a) If USR is unable to resolve a problem experienced by a customer that is seriously impacting the performance of the Licensed Software in the USR Hardware Platform products in a customer's network, then USR technical services personnel will call upon the designated engineering resources at USR for assistance. Within 5 business days, USR's Technical Services and Engineering personnel will determine if contact with Xxxxxxxxxx is required. (b) Within 5 business days of written or electronic mail notification to Xxxxxxxxxx'x designated technical support organization USR and Xxxxxxxxxx will jointly agree to classify the problem in one of three categories: (a) user problem; (b) USR problem; or (c) Licensed Software problem. A "user problem" is one that is a consequence of user error, and is not a function of an inherent problem with the product or documentation. A 'Licensed Software problem' is one that is a function of an inherent problem with the product, and is likely the consequence of a "Bug" or other apparent defect in the Licensed Software or Documentation as developed and implemented by Xxxxxxxxxx. A "USR problem" is any other problem. (c) If the Parties cannot determine and agree on the correct category for the problem by the end of 5 business days at the level of their respective customer service and support organizations, it will be immediately escalated to the responsible product managers of the products at USR and Xxxxxxxxxx. Within 5 business days of that escalation. the product managers will jointly establish an action plan and timetable desi...
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Customer Support Procedures a. Incident Management (i) Technical Support offered in English. (ii) Email address for submitting 2nd level support incidents to Synacor. (iii) Phone support [*].
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Customer Support Procedures. A. Incident Management Tier 1 – Client will provide first level support to Users, consisting of (i) handling questions from Users regarding customer/technical support, order processing, and use of the Service; and (ii) accepting and responding to problem calls from Users relating to the Service as set out in agreement; (iii) supporting User devices and underlying Client systems and architecture; (iv) providing notification to Synacor of changes, maintenance, outages of underling systems that may affect Service. 69 CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED Tier 2/Tier 3 – Synacor will provide second level and escalated support to Client, consisting of (i) accepting and responding to problem escalations reported by Users or representatives of Client with regard to problems that cannot be resolved by Client, (ii) resolving reported problems as set forth in the agreement, (iii) providing notification to Client of changes, maintenance, outages of underlying systems that may affect Service, (iv) initial and ongoing training to Tier 1 related to services Synacor sources or manages for Client, (v) regular support of weekly (or other agreed upon period) Operational review meetings to detect and resolve current call drivers and planning for modifications and updates. Synacor will provide Client and Users (in the case of Users, Tier 2 and Tier 3 level support) the following: (i) Technical Support offered in English. (ii) Email address for submitting 2nd level support incidents to Synacor. (iii) Phone support 24 hours, 7 days a week. B. Priority Client will determine the priority at the time the incident is reported. The priority can change in accordance with the definitions below if the impact to the Client has been reduced since the incident was reported. Incidents will be categorized by product category, with the following priorities definitions: Priority 1
Sample 1
Customer Support Procedures. The following customer support statement shall be included by Company with all Licensed Products: It is Company’s goal to provide excellent customer support to all its customers. Company shall provide software warranty services and customer support that meet generally accepted marketing standards established by top tier publishers. To achieve this goal, Company has established customer support centers for North American and European customers with respect to Licensed Software, Licensed Hardware and Bundles. Customer support in other regions is handled by Company’s long-standing distributors who handle customer support for all of Company’s products as well as for other brands in their portfolios. Company’s North American customer support center is located in Redlands, CA. Currently, Company employs 7 full time customer support technicians that are trained to answer customer questions, resolve customer issues, and perform limited repairs for all of Company products. Company employs a tech support data base that logs customer registrations, stores customer complaints or positive feedback, generates Return Merchandise Authorization numbers, allows customer support to track warranty products and allows Company to run reports to identify recurring or common product issues. Customers can find customer contact information in their user guides and on the Company website under the customer warranty tab. Company employs a toll free number for calls within the United States and a toll number for calls outside the United States. Company also has a customer email address at xxxxxxxxxxx@xxxxxxx.xxx. All warranty products are stored at Company’s 60,000 square foot Distribution Center (“DC”) located in Redlands, California. Company employs an automated shipping warranty system. Once the customer support technician approves the warranty action in Redlands in accord with the appropriate warranty and inputs it into the system, shipping personnel in the DC receive notice of the action and ship the warranty product to the desired location, usually the same day. Company operates direct sales offices in the UK, France, Germany, Spain and Sweden and also employs sales people to cover the rest of world in Germany and Hong Kong. In addition, where necessary and appropriate, Company uses distributors. Company employs an outsourced multi-lingual tech support centre in Romania, managed in the UK, covering English, French, Italian, German and Spanish languages. Company employs a global ...
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Customer Support Procedures 
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Related to Customer Support Procedures

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Procurement procedures 11.1 The Recipient must secure the best value for money and shall act in a fair, open and non-discriminatory manner in all purchases of goods and services.

  • Customer Support and Training System Agency will provide support for the CMBHS, including problem tracking and problem resolution. System Agency will provide telephone numbers for Grantees to obtain access to expert assistance for CMBHS-related problem resolution. System Agency will provide initial CMBHS training. Grantee shall provide subsequent ongoing end-user training.

  • Minimum Customer Support Requirements for TIPS Sales Vendor shall provide timely and commercially reasonable support for TIPS Sales or as agreed to in the applicable Supplemental Agreement.

  • Customer Notification By executing this Agreement, the Advisor acknowledges that as required by the Advisers Act the Sub-Advisor has supplied to the Advisor and the Trust copies of the Sub-Advisor’s Form ADV with all exhibits and attachments (including the Sub-Advisor’s statement of financial condition) and will promptly supply to the Advisor copies of all amendments or restatements of such document. Otherwise, the Advisor’s rights under federal law allow termination of this contract without penalty within five business days after entering into this contract. U.S. law also requires the Sub-Advisor to obtain, verify, and record information that identifies each person or entity that opens an account. The Sub-Advisor will ask for the Trust’s legal name, principal place of business address, and Taxpayer Identification or other identification number, and may ask for other identifying information.

  • Other Procurement Procedures National Competitive Bidding

  • Customer Support and Closing A. Agent shall provide support to Referred Client in their evaluation and negotiation for the purchase or sale of real estate in addition to the following duties: i. Provide Referred Client with qualified local vendor sources to facilitate the sale; ii. Assist Referred Client throughout the transaction, acting within applicable standards of care at all times; iii. Use professional knowledge and skills to negotiate for Referred Client purchase or sale of property; iv. Agent agrees to at all times fully comply with all laws, statutes, ordinances, rules, regulations, and orders applicable to this Agreement. B. Agent shall provide XXXX.xxx with the contact information for the Title Officer, Xxxxxx Officer and/or Closing Agent within 48 hours of an offer being accepted. Agent shall deliver this information via email to xxxxxxxxxxxx@xxxx.xxx RECIPIENT BROKER: XXXX.XXX: C. Agent shall deliver or coordinate with the Title, Escrow or Closing Agent to deliver to XXXX.xxx a copy of the Closing Statement within 48 hours of Closing. Agent will confirm Closing and coordinate the payment of Referral Fees to XXXX.xxx by the Closing Agent at Closing. Closing updates shall be reported by Agent to XXXX.xxx via email to xxxxxxxxxxxx@xxxx.xxx.

  • COMPLAINT PROCEDURES CONTRACTOR shall maintain and adhere to its written procedures for responding to parent complaints. These procedures shall include annually notifying and providing parents of LEA students with appropriate information (including complaint forms) for the following: (1) Uniform Complaint Procedures pursuant to Title 5 of the California Code of Regulations section 4600 et seq.; (2) Nondiscrimination policy pursuant to Title 5 of the California Code of Regulations section 4960 (a); (3) Sexual Harassment Policy, California Education Code 231.5 (a) (b) (c); (4) Title IX Pupil Grievance Procedure, Title IX 106.8 (a) (d) and 106.9 (a); and (5) Notice of Privacy Practices in compliance with Health Insurance Portability and Accountability Act (HIPAA), if applicable. CONTRACTOR shall include verification of these procedures to the LEA upon request. CONTRACTOR shall immediately notify LEA of any complaints filed against it related to LEA students and provide LEA with all documentation related to the complaints and/or its investigation of complaints, including any and all reports generated as a result of an investigation.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

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