Designate Authorized Service Contacts. The support shall only be utilized by Authorized Service Contacts, who have been fully trained on the Services. Client may designate up to three (3) such Authorized Service Contact to interact with Provider for Services support. Authorized Service Contacts must be full-time employees of Client or contractors acting as full-time employees. Client and Provider agree that Authorized Service Contacts must be trained on the Services prior to becoming an Authorized Service Contact. Training can be achieved either by attending Provider offered training or by “train the trainer” training provided by another Authorized Service Contact who has been trained on Services. Provider retains the option to withhold support to untrained designated Authorized Service Contacts, which will not be unreasonably withheld.
Designate Authorized Service Contacts. The support shall only be utilized by Authorized Service Contacts, who have been fully trained on the Services. Client may designate up to the maximum number of Authorized Service Contacts, as defined by the purchased product and service level in the table below, to interact with Provider for Services support. The Authorized Service Contact(s) shall be the sole contact(s) between Client and Provider in connection with day-to-day matters relating to the provision of Services and be responsible for reporting incidents, providing consents and approvals on behalf of Client, and communicating with and providing timely and accurate information and feedback to Provider in connection with the Services. Client shall ensure its Authorized Service Contact(s) have the requisite organizational authority, skill, experience, and other qualifications, including being fully trained regarding the Services, to perform these duties. Client shall use commercially reasonable efforts to maintain the same Authorized Service Contact(s) in place throughout the Term and provide at least ten business days' prior written notice to Provider of any replacement or change in the name or contact information of any Authorized Service Contact. Provider retains the option to withhold support to untrained designated Authorized Service Contacts, which will not be unreasonably withheld.
Designate Authorized Service Contacts. The support shall only be utilized by Authorized Service Contacts, who have been fully trained on the Services. Client may designate up to the maximum number of Authorized Service Contacts, as defined by the purchased product and service level in the table below, to interact with Provider for Services support. The Authorized Service Contact(s) shall be the sole contact(s) between Client and Provider in connection with day-to-day matters relating to the provision of Services and be responsible for reporting incidents, providing consents and approvals on behalf of Client, and communicating with and providing timely and accurate information and feedback to Provider in connection with the Services. Client shall ensure its Authorized Service Contact(s) have the requisite organizational authority, skill, experience, and other qualifications, including being fully trained regarding the Services, to perform these duties. Client shall use commercially reasonable efforts to maintain the same Authorized Service Contact(s) in place throughout the Term and provide at least ten business days' prior written notice to Provider of any replacement or change in the name or contact information of any Authorized Service Contact. Provider retains the option to withhold support to untrained designated Authorized Service Contacts, which will not be unreasonably withheld. Product Max Authorized Service Contacts Maxpanda 1 Eagle CMMS 2 MaintenancePartner, PCX ProCal Direct ProCal V5 Proteus MMX RiskPartner WebTMA Gold Support, 3 WebTMA Platinum Support 5 WebTMA Diamond Support 10 1.2. Provide all applicable information to Provider regarding any Service issues in sufficient detail to enable Provider to duplicate the circumstances indicating a reported error. 1.3. Cooperate with Provider with testing, isolating, identifying, documenting, and any other actions necessary, to resolve any Service issues and errors, including the application of a temporary workaround or bypass supplied by Provider, or temporary implementation by Client of a computer or operational procedure, in order to minimize the effect of such 16 issues.
