Common use of Email Support Clause in Contracts

Email Support. Email is monitored within the Service Scope where the Customer can expect a response within three hours whilst emailing xxxxxxx@xxxxxxxxxx.xxx to generate a support ticket. Priority will be placed on support requests that are ranked as urgent. The level of urgency is at the discretion of the Analyst assigned to the support request based on the impact that the issue or outage has on the Customer. Emails received outside of the Service Scope (i.e. weekends) will be collected, however no action can be guaranteed until the next business day. If the Customer stipulates urgent attention to the support request, it is at the assigned Analyst's discretion whether immediate support is required. For urgent matters, the Customer should call +00 0 0000 0000 Option 3 to submit a ‘high priority’ ticket.

Email Support. Email is monitored within the Service Scope where the Customer can expect a response within three hours whilst emailing xxxxxxx@xxxxxxxxxx.xxx to generate a support ticket. Priority will be placed on support requests that are ranked as urgent. The level of urgency is at the discretion of the Analyst assigned to the support request based on the impact that the issue or outage has on the Customer. Emails received outside of the Service Scope (i.e. weekends) will be collected, however no action can be guaranteed until the next business day. If the Customer stipulates urgent attention to the support request, it is at the assigned Analyst's discretion whether immediate support is required. For urgent matters, the Customer should call +00 0 0000 0000 Option 3 to submit a ‘high priority’ ticket.