Error Procedures. CiteRight will correct Errors reported by a Customer according to the procedures set forth herein. Newly received cases will be assessed through discussions with the Customer to confirm that they fulfill the criteria, and may be downgraded in priority if they do not. ● Priority 1 Errors: CiteRight will assign one or more engineers, as determined by the level of care selected by the Customer, to attempt to replicate the Error. If the Error can be replicated, CiteRight will: (1) commence work to provide the Customer with a Fix and (2) provide the Customer with periodic reports on the status of such a Fix. CiteRight will use commercially reasonable efforts to (a) deliver a Fix to the Customer, and (b) with regard to Software, correct such Error in a future version of the latest Supported Release.
Error Procedures. A member of the Support Team (in the case of ---------------- Standard or Gold Support) or a Dedicated Support Engineer (in the case of Platinum Support) will respond to reports of Error conditions brought to Interwoven's attention within the allotted time described below of receiving a report. Interwoven will further exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the following procedures. Interwoven will reasonably determine the priority classification of any Error in its sole discretion.
Error Procedures. GREENLIGHT will exercise commercially reasonable efforts to correct any Error reported by Customer according to the procedures set forth herein.
Error Procedures. Upon detection of an error with respect to the System, Customer shall immediately provide electronic or other written notice of the same to Allvest, along with full and complete information, data and documentation sufficient to permit Allvest to resolve the same, and full and complete access and cooperation in resolving the same. Upon compliance by Customer with all of the foregoing, Allvest may assign a priority level as determined by Allvest to the error according to the following: (a) an error that results in the System being substantially or completely nonfunctional or inoperative shall be considered a “Priority A Error”; and (b) an error that results in the System operating or performing other than as represented in written documentation, but not such that the System is substantially or completely nonfunctional or inoperative, shall be considered a “Priority B Error.” Upon compliance with all of the foregoing by Customer, Allvest shall use reasonable efforts as determined by Allvest in its sole discretion in an attempt to provide modifications or additions to correct the error or to provide work-around solutions for the error, and, if a work-around solution is the immediate solution, Allvest shall use reasonable efforts to provide a final solution of the error thereafter to the extent reasonable. In this regard, reasonable efforts will be made to respond to the error within the following time frames after receiving notice and complete information, data and documentation, and access and cooperation, as noted above: (a) Priority A Errors – correction or work-around in two business days, and if work-around then a final resolution in 15 days; and (b) Priority B Errors – correction or work-around in 7 days, and if work-around then a final resolution in 30 days. Allvest shall determine the means and mediums used in all events. Allvest’s obligations with respect to errors as noted above shall be conditioned on Customer fully complying with all of the requirements of this subsection and the Agreement, and on the following additional conditions: (a) that the System has not been modified, changed, or altered, in whole or in part, by anyone other than Allvest; (b) that the operating environment, including both hardware and software, meets Allvest’s recommended specifications; (c) that the hardware is in good operational order and is installed in a suitable operating environment; (d) that Customer promptly notifies Allvest of its need for service; and (e) that al...
Error Procedures. ALERT will exercise commercially reasonable efforts to correct any Error reported by Customer according to the procedures set forth herein.
Error Procedures. All inquiries concerning errors must be conducted either by calling CURAit’s technical support on +00 00 00 00 00 or by sending an email to 000@xxxxxx.xx. All error messages sent to the above-mentioned email are registered at CURAit with a case number (a so-called ticket). The case number appears in the auto supply to the sender and is a unique reference number that must be disclosed at all subsequent correspondence concerning the error.
5.1. Standard SLA or 24x7 SLA CURAit offers two types of services: Standard SLA and 24x7 SLA. Standard SLA is our standard service, on which some products can be subscribed an add-on called 24x7 SLA. Standard SLA is automatically chosen unless otherwise explicitly stated in the contract. The distinction below describes the content in the two types of services: To give our customers quick help - even outside our regular opening hours – CURAit has created an emergency line. With this prioritized phone number you can always get in touch of one of our technical consultants 24x7 365. Using the line requires a 24x7 SLA – otherwise you will be billed double rate + an initial fee. You can find the specific emergency number in section 6 under Escalation procedure.
5.2. Errors observed by the customer Errors in products or additional services, which are detected by the customers, should always be reported in writing through the ticket system: 000@xxxxxx.xx. Outside ordinary business hours, CURA Management Centre only reacts on error reports by phone. Contact information to CURA Management Centre is stated in section 6, where CURAit’s escalation procedures will be described. • Which server/product does the error report concern? • Can the nearest default gateway be reached via ping? • Is this gateway reachable from another location via ping? • Can you log on via RDP/SSH? • A description of the problem • Technical documentation such as time, trace routes, ping times, etc. (cf. checklist above) • Contact information (name, phone number and email) When the error has been debugged, the case will be closed and filed, and a message will be sent to the customer with this information. The error is then considered as recovered, unless the customer objects.
Error Procedures. CiteRight will correct Errors reported by a Customer according to the procedures set forth herein. Newly received cases will be assessed through discussions with the Customer to confirm that they fulfill the criteria, and may be downgraded in priority if they do not.
(a) Priority 1 Errors: CiteRight will assign one or more engineers, as determined by the level of care selected by the Customer, to attempt to replicate the Error. If the Error can be replicated, CiteRight will: (1) commence work to provide the Customer with a Fix and
Error Procedures. Jurisage will correct Errors reported by a Customer according to the procedures set forth herein. Newly received cases will be assessed through discussions with the Customer to confirm that they fulfill the criteria, and may be downgraded in priority if they do not.
(a) Priority 1 Errors: Jurisage will assign one or more engineers, as determined by the level of care selected by the Customer, to attempt to replicate the Error. If the Error can be replicated, Jurisage will: (1) commence work to provide the Customer with a Fix and (2) provide the Customer with periodic reports on the status of such a Fix. Jurisage will use commercially reasonable efforts to (a) deliver a Fix to the Customer, and (b) with regard to Software, correct such Error in a future version of the latest Supported Release.
Error Procedures iManage will correct Errors reported by an Internal Technical Representative according to the procedures set forth herein. Newly received Cases will be assessed through discussions with Customer to confirm that they fulfill the criteria and may be downgraded in priority if they do not.
(a) Priority 1 Errors: iManage will assign one or more engineers to attempt to replicate the Error. If the Error can be replicated, iManage will: (1) commence work to provide Customer with a Fix and (2) provide Customer with periodic reports on the status of such a Fix. iManage will use commercially reasonable efforts to (a) deliver a Fix to Customer, and (b) with regard to Software, correct such Error in a future version of the latest Supported Release.
