Incident Submission and Resolution Sample Clauses

Incident Submission and Resolution. Customer shall obtain Support by reporting individual issues to NT. Each individual issue reported to NT shall be tracked from initial report through final resolution (each such issue, an “Incident”). Customer is entitled to the number of Incidents specified in the Support Matrix. Submitting Incidents Who May Submit Incidents. Support is intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified contact is a “Contact”. Customer shall be entitled to designate the number of Contacts specified in the Support Matrix as authorized to submit support Incidents. Customer is responsible for designating at least one authorized Contact at time of purchase. That individual may submit change requests to the list of authorized support Contacts in writing through the channel(s) specified for the plan selected. How to Submit Incidents. Incidents are to be submitted to NT by a Contact through the communication channel(s) (Support Portal and where applicable, by phone) specified for the applicable Support plan in the Support Matrix. The Support Matrix specifies which communication channels are available for each plan offered.
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Incident Submission and Resolution. An "incident" is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each subordinate problem shall be considered a separate incident. Before Microsoft provides support for an incident, Customer and Microsoft's support professional(s) must agree on what the problem is and the parameters for an acceptable solution. An incident may require multiple telephone calls and off-line research to achieve final resolution. Customer will have preferred access to Microsoft support professionals 24 hours a day, 7 days a week. Incidents my be submitted via telephone or electronically through the Premier Online Support website by the Customer Support Manager ("CSM") and designated Customer Contacts. The incident severity will determine the response levels within Microsoft and the estimated response times are defined in the following table: ----------------------------------------------------------------------------------------------------------------------------- Severity Definition Estimated Initial Response Time ----------------------------------------------------------------------------------------------------------------------------- A . System, Network, Server, or Critical Application down situation Immediate severely impacting customer production and/or profitability . High-impact problem in which production, operations, or development are proceeding but impacted to the extent that production and/or profitability will be severely impacted within several days ----------------------------------------------------------------------------------------------------------------------------- B . High-impact problem where production is proceeding, but in a significantly Immediate - 2 hours impaired fashion . Time sensitive issue important to long-term productivity that is not causing an immediate work stoppage ----------------------------------------------------------------------------------------------------------------------------- C . Important issue which does not have significant current productivity Immediate - 4 hours impact for the customer ----------------------------------------------------------------------------------------------------------------------------- D . Issue requires no further action beyond monitoring for follow-up if needed N/A ---------------------------------------------------------...
Sample 1

Related to Incident Submission and Resolution

  • Bylaws and Resolutions For each Credit Party, (a) such Person's bylaws, together with all amendments thereto and (b) resolutions of such Person's Board of Directors, approving and authorizing the execution, delivery and performance of the Loan Documents to which such Person is a party and the transactions to be consummated in connection therewith, each certified as of the Closing Date by such Person's corporate secretary or an assistant secretary as being in full force and effect without any modification or amendment.

  • Governing Law and Resolution of Disputes 14.1 The execution, effectiveness, construction, performance, amendment and termination of this Agreement and the resolution of disputes hereunder shall be governed by the laws of China.

  • Recognition of U.S. Special Resolution Regimes (i) In the event a Covered Party becomes subject to a proceeding under a U.S. Special Resolution Regime, the transfer of this Agreement (and any interest and obligation in or under, and any property securing, this Agreement) from such Covered Party will be effective to the same extent as the transfer would be effective under the U.S. Special Resolution Regime if this Agreement (and any interest and obligation in or under, and any property securing, this Agreement) were governed by the laws of the United States or a State of the United States.

  • Recognition of the U.S. Special Resolution Regimes (a) In the event that any Underwriter that is a Covered Entity becomes subject to a proceeding under a U.S. Special Resolution Regime, the transfer from such Underwriter of this Agreement, and any interest and obligation in or under this Agreement, will be effective to the same extent as the transfer would be effective under the U.S. Special Resolution Regime if this Agreement, and any such interest and obligation, were governed by the laws of the United States or a state of the United States.

  • Disputes Resolution 10:01 Jurisdictional disputes involving workers employed under this Collective Agreement shall henceforth be resolved under the provisions of the Canadian Jurisdictional Disputes Plan in accordance with its rules and regulations and without work stoppage, slow down or other lack of production, and it is further agreed that a jurisdictional dispute shall in no way interfere with the progress or prosecution of work.

  • Corporate Resolution As of the date hereof, Seller shall have received from Purchaser a certified copy of its corporate resolution approving the execution and delivery of this Agreement and the consummation of the transactions contemplated hereby, together with such other certificates of incumbency and other evidences of corporate authority as Seller or its counsel may reasonably request.

  • Governing Law; Resolution of Disputes This Agreement and the rights and obligations hereunder shall be governed by and construed in accordance with the laws of the State of Wisconsin. Any dispute arising out of this Agreement shall, at the Executive’s election, be determined by arbitration under the rules of the American Arbitration Association then in effect (in which case both parties shall be bound by the arbitration award) or by litigation. Whether the dispute is to be settled by arbitration or litigation, the venue for the arbitration or litigation shall be Milwaukee, Wisconsin or, at the Executive’s election, if the Executive is not then residing or working in the Milwaukee, Wisconsin metropolitan area, in the judicial district encompassing the city in which the Executive resides; provided, that, if the Executive is not then residing in the United States, the election of the Executive with respect to such venue shall be either Milwaukee, Wisconsin or in the judicial district encompassing that city in the United States among the thirty cities having the largest population (as determined by the most recent United States Census data available at the Termination Date) which is closest to the Executive’s residence. The parties consent to personal jurisdiction in each trial court in the selected venue having subject matter jurisdiction notwithstanding their residence or situs, and each party irrevocably consents to service of process in the manner provided hereunder for the giving of notices.

  • Evidence of Compliance of Supplemental Indenture to Be Furnished to Trustee Prior to entering into any supplemental indenture pursuant to this Article 9, the Trustee shall be provided with an Officers’ Certificate and an Opinion of Counsel as conclusive evidence that any supplemental indenture executed pursuant hereto complies with the requirements of this Article 9 and is otherwise authorized or permitted by this Indenture.

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