Customer’s Obligation to Assist. If Customer recognizes that the Software does not provide the functionality set forth in the documentation, Agreement or Order (“Error“), then Customer will inform Exasol by either e-mail or the support portal and will describe the Error in a reproducible manner with the following information: cluster information (a list of all hardware and network components), software version information, log files for the relevant period of time, a reproducible test case, CSV export of system tables, session id if applicable (“Qualified Error Report”). As reported Errors are assigned to Priorities, Customer will initially select the priority. If Customer does not make any statements about the priority, the reported Error will receive the priority level “normal”. The priority can change during the course of the correction work.
Customer’s Obligation to Assist. Should Customer report an issue or a purported defect in the Licensed Software to Outcold Solutions, Outcold Solutions may require Customer to provide them with the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer’s failure to provide this information may prevent Outcold Solutions from identifying and resolving the reported issue.
Customer’s Obligation to Assist. For each issue request submitted, Infoblox may require Customer to provide the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems and networks present, (c) a reproducible test case, and (d) any log, trace, configuration and systems files or error messages. It is Customer’s obligation to provide the support information necessary to understand, reproduce and resolve an incident. Customer’s failure to provide this information may prevent Infoblox from diagnosing and resolving the issue and will relieve Infoblox of its Support obligations to the extent such failure impedes Infoblox’s ability to diagnose or resolve the issue.
Customer’s Obligation to Assist. If Customer submits a ticket pursuant to this Exhibit B regarding Securonix Services, Securonix may require Customer's reasonable cooperation. The Customer's failure to provide the requested cooperation may prevent Securonix from resolving such ticket as submitted by Customer. Securonix will provide 99.5% availability of the Service for Use by Customer. Availability will be calculated on a calendar monthly basis. System maintenance shall not exceed 8 hours per month. Availability of the solution will be measured by Securonix at the Service level and not the individual Authorized User level. Problems that impact individual Authorized User access or operation of the Services will be handled via problem tickets and managed under the severity and response process described in Exhibit B (“Securonix Services Support”).
Customer’s Obligation to Assist. Should Customer report a purported defect in the Purchased Software to 4Securitas, 4Securitas may require Customer to provide them with the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer’s failure to provide this information may prevent 4Securitas from identifying and fixing that purported defect.
Customer’s Obligation to Assist. Should Customer report a purported defect in the Purchased Software to Codavel, Codavel may require Customer to provide them with the following information: (a) a general description of the operating environment,
(b) a list of all hardware components, operating systems and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer’s failure to provide this information may prevent Codavel from identifying and fixing that purported defect.
Customer’s Obligation to Assist. Should Customer report a purported defect in the Purchased Software to Splunk, Splunk may require Customer to provide them with the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems and networks, (c) a reproducible test case, and
Customer’s Obligation to Assist. Should Customer report a purported defect in the Software to DivvyCloud, DivvyCloud may require Customer to provide the following information: (a) a general description of the operating environment, (b) a list of all supporting components, operating systems and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer’s failure to provide this information may prevent DivvyCloud from identifying and fixing that purported defect.
Customer’s Obligation to Assist. Should a Customer report a purported defect in a Service, Company may require Customer's reasonable cooperation. The Customer's failure to provide the requested cooperation may prevent Company from identifying and fixing that purported defect.
