Incident Tracking. Every support incident is logged into Xxxxx’x Customer Relationship Management System and given a unique case number. This system tracks the history of each incident. The case number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case number, through Xxxxx’x Customer Portal or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Client’s needs. Xxxxx and the Client will reasonably set the priority of the incident per the chart below. This chart is not intended to address every type of support incident, and certain “characteristics” may or may not apply depending on whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is to help guide the Client towards clearly understanding and communicating the importance of the issue and to describe generally expected response and resolution targets in the production environment only. References to a “confirmed support incident” mean that Xxxxx and the Client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 1 Critical Support incident that causes (a) complete application failure or application unavailability; (b) application failure or unavailability in one or more of the client’s remote location; or (c) systemic loss of multiple essential system functions. Xxxxx shall provide an initial response to Priority Level 1 incidents within one (1) business hour of receipt of the incident. Once the incident has been confirmed, Xxxxx shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within one (1) business day. For non-hosted customers, Xxxxx’x responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. 2 High Support incident that causes (a) repeated, consistent failure of essential functionality affecting more than one user or (b) loss or corruption of data. Xxxxx shall provide an initial response to Priority Level 2 incidents within four (4) business hours of receipt of the incident. Once the incident has been confirmed, Xxxxx shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, Xxxxx’x responsibility for loss or corrupted data is limited to ...
Incident Tracking. You must access the Exigo Admin to open a Support Ticket for incidents related to the performance of the Infrastructure including, but not limited to, system bugs. You are required to login to view status, and to communicate updates/comments of each incident in the Support Ticket.
Incident Tracking. (i) All customer incident calls shall be logged into the MarketWatch’s problem tracking system (the “Problem Tracking System”). Each problem shall be assigned a unique incident ticket. The ticket numbers will be included in the monthly compliance report provided to Thomson as set forth below.
(ii) Commencing after the commercial launch of the Thomson/MarketWatch Service, MarketWatch will provide Thomson with a monthly report indicating MarketWatch’s compliance with the performance standards set forth herein, in a format mutually agreed by the parties. In addition MarketWatch shall provide Thomson with a completed incident report within 10 days following the resolution of and Error or Downtime constituting a Severity Level 1 in a format mutually agreed by the Parties.
(iii) Thomson acknowledges that the Resolution Time periods provided above are dependent upon the reasonable cooperation of Thomson with MarketWatch in the provision of relevant information and assistance.
(iv) Hourly updates in regards to the status of Severity Xxxxx 0, Xxxxxxxx Xxxxx 0 and Severity Level 3 events will be available to Thomson on request through the MarketWatch Operations Hotline 24x7.
(v) MarketWatch will have no liability for any failure with respect to Availability, Errors and Downtime, Resolution Time or Incident Tracking (or any service credits) related to any events or occurrences (a) during any Maintenance Window, (b) resulting from a Force Majeure event, or (c) caused, directly or indirectly, by the acts or omissions of Thomson (including any failure to reasonably provide the connectivity), its Affiliates or Thomson’s or its Affiliates’ customers, or their respective representatives or their respective equipment.
Incident Tracking. Full incident tracking capabilities are provided to monitor your requests. During the resolution process, the customer and support engineers can add comments, upload attachments, and update status. • Web / Email / Phone Support – Depending on the level of support, customers have access to support engineers through the web, email, or phone.
Incident Tracking. In the event of an issue with the GUARDIAN RFID requiring support, the Customer will contact GUARDIAN RFID in accordance with Section 6(c) of the Agreement. Each support incident is logged using GUARDIAN RFID’s enterprise workflow management system, given a unique case number, and assigned a support representative.
Incident Tracking. The Contractor shall provide the caller with an Incident Tracking Number (Issue Number) upon completion of the incident reporting, which assures the caller that the incident has been appropriately registered in the CRM software tracking system. Contractor shall use this number for future reference, including calls to ascertain status and resolution.
Incident Tracking. When reported to phamax, phamax will log the reported Incident, thereby creating an “Incident Report”, and provide the Client with an Incident tracking number. The Incident Report minimally shall contain, to the extent provided by Client or known by phamax, the following information: (a) version of the affected SaaS Solution; (b) name, e-mail address, and telephone number for the Client individual responsible for working with phamax to resolve the Incident; (c) description of the Incident; and (d) priority level of the Incident. phamax shall not close an Incident Report unless Client agrees that the underlying Incident has been resolved.
Incident Tracking. You must access the Portal to open a Support Ticket for incidents related to the performance of the Infrastructure including, but not limited to, system bugs. You are required to login to view status, and to communicate updates/comments of each incident in the Support Ticket.
Incident Tracking i. Work with the Facility to maintain a process for reporting, tracking, and documenting unexpected incidents, including errors, unanticipated deaths and other events, injuries, and safety hazards related to the care and services provided.
