Incident Submission & Processing Sample Clauses

Incident Submission & Processing. A customer may submit Incidents 24 hours per day, 365 days per year via the online Support Portal located at: xxxxx://xxxxxxx.xxxxxx.xxx A customer may also report Incidents by phone during Business Hours via the Support Portal. Business Hours and company holidays for the Ivanti Support centers are located at: xxxx://xxx.xxxxxx.xxx/Support/contact Ivanti will direct the customer to a Support center within their corresponding geography (Americas, Europe, Middle East, and Africa, or the Asia Pacific region) and responses from Ivanti Support will be delivered during Business Hours for that geographic region. If an Enterprise or Enterprise Plus level customer reports a Priority Level 1 Incident that is not solved during Business Hours of the office to which the Incident is initially reported and the Incident requires around-the-clock work, Ivanti will transfer the Incident to other Support sites in the United States, Asia, and/or Europe as needed so long as the customer has dedicated resources working on a 24x7 basis to resolve the Incident. When notifying Ivanti of any Incident, customer must provide Ivanti with detailed information about any suspected Error(s), including an example, the context in which it was encountered, details of customer’s system configuration, and the steps necessary to generate or reproduce the Error. The priority level of an Incident shall be determined by Ivanti in its sole discretion (using the priority definitions described in these terms).
Sample 1
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Related to Incident Submission & Processing

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