Issue Reporting. The primary way to notify nexB of an issue is to create a Request in our Customer Support System (CSS) which requires a Web browser for access. When your Subscription for DejaCode starts, you will be invited to register with our Customer Support System. We recommend creating two contacts for your organization (one primary and one backup). Once you are registered, you can enter a Request directly or by email. Please provide as much information as possible about how to replicate the problem you are experiencing. We will replicate the issue to verify it and provide a solution. Many issues may require a temporary workaround before a permanent fix is available. When you create a ticket, please rate the Severity of the issue according to the Severity Descriptions in the table below. Severity Level Severity Description Response Time Workaround Time Permanent Solution Time for Temporary Workaround 1 Critical problem that blocks functional usage of the Software. Up to 6 business hours to respond Up to 24 business hours for a workaround Up to 10 business days 2 Software functionality or performance is materially impaired. Up to 12 business hours to respond Up to 3 business days for a workaround Up to 15 business days 3 Software functionality or performance is not materially impaired. Up to 48 business hours to respond Up to 10 business days for a workaround Best effort for next release When nexB provides a Workaround for an issue, the Severity of that issue is downgraded to a lower level. If you need to speak directly to nexB about a Request because of its Severity Level or because you want to request an escalation, you contact us by telephone at +0 (000) 000-0000 during nexB’s normal business hours which are Monday to Friday, 8 AM to 6 PM Pacific time, excluding US holidays. nexB releases software Updates on a quarterly cycle (calendar quarters). Each Update will normally include “permanent” fixes for bugs and enhancements plus updates to License and Component data. nexB provides technical support for the current maintenance release plus the two prior releases. DejaCode Dataspaces are designed so that you can customize your License and Component data and still receive License and Component data updates from nexB without losing your changes. All Content updates from nexB are applied only to the nexB Reference Dataspace (Cloud or On-premises).
Issue Reporting. AT&T shall document and report all outages, suspected errors or malfunctions of the Connected Cloud (including Software) to Supplier via e-mail or Supplier’s bug tracking system, and cooperate with Supplier in its bug investigation by phone, email, and through Supplier’s bug tracking system. Supplier will provide AT&T with a trouble ticket number that AT&T will use to track the status of any confirmed error or malfunction in the Connected Cloud (i.e. any confirmed failure for the Connected Cloud to meet the Supplier specifications described in the Documentation). Supplier reserves the right to close the trouble ticket without further responsibility if AT&T does not provide appropriate feedback to Supplier [* * *] of receiving a patch or workaround, or if AT&T fails to respond to a request for additional information. Supplier shall issue credentials to select AT&T personnel (as requested by AT&T) that allow those personnel to open trouble tickets. AT&T shall take the appropriate measures to insure that AT&T personnel are properly trained in the Supplier Connected Cloud prior to requesting trouble ticket credentials. Supplier shall have no obligation to respond to requests for support from anyone other than the AT&T personnel that have been issued trouble ticket credentials by Supplier.
Issue Reporting. Customer shall document and report all outages, suspected errors or malfunctions of the Cloud Service (including Software) to MobileIron via email or MobileIron’s bug tracking system, and cooperate with MobileIron in its bug investigation by phone, email, and through MobileIron’s bug tracking system. MobileIron will provide Customer with a trouble ticket number that Customer will use to track the status of any confirmed error or malfunction in the Cloud Services (i.e. any confirmed failure for the Cloud Service to meet the MobileIron specifications described in the Documentation) (“Confirmed Error”). MobileIron reserves the right to close the trouble ticket without further responsibility if Customer does not provide appropriate feedback to MobileIron within thirty (30) days of receiving a patch or workaround, or if Customer fails to respond to a request for additional information. Customer shall name up to two (2) designated contacts (“Designated Contacts”) who shall be trained in the use of the Cloud Service and MobileIron shall have no obligation to respond to requests for support from anyone other than the Designated Contacts.
Issue Reporting. As further detailed in Appendix DD, AT&T may report outages, suspected errors or malfunctions of the Solution to Supplier via e-mail or Supplier’s bug tracking system, and cooperate with Supplier in its bug investigation by phone, email, and through Supplier’s bug tracking system. Supplier will provide AT&T with a trouble ticket number that AT&T will use to track the status of any error or malfunction in the Solution. Supplier shall issue credentials to select AT&T personnel (as requested by AT&T) that allow those personnel to open trouble tickets. AT&T shall take the appropriate measures to insure that AT&T personnel are trained in the Solution prior to requesting trouble ticket credentials.
Issue Reporting. The Customer should inform the AppGeo point of contact and provide as much information about the failure as possible including the date and time that the failure began, and the types and numbers of users affected. The Customer is free to report issues regarding the following to the AppGeo point of contact, however, AppGeo will not consider such issues to be failures that are subject to this agreement.
Issue Reporting. The Parish Council will set up a reporting process whereby residents can report any issues relating to the management or operation of the site. This will be established via the Parish Council Clerk, details of which are attached as Appendix B to this agreement.
Issue Reporting. Issues reported to Technical Support should generally be within the following categories:
i. Application Failures: Behavior adversely affects the day-to-day operation of the software.
ii. Application Errors: Errors encountered by users as a result of normal usage
iii. Unexpected Results: Behavior is not what is expected, but there is no application error. Examples might include, a failed task, unexpected search results, inability to log in, or assets not ingesting.
Issue Reporting a) Gather information regarding Issue symptom(s).
b) Provide steps to recreate the Issue.
c) Provide any applicable logs or diagnostics.
d) Reasonably determine and provide evidence that it is a Product Issue.
e) Disclose any recent changes in the Product configuration, usage, underlying operating platform, environment and/or data that may have caused or contributed to the Issue.
f) Register Issue with Moogsoft Support Services, by the End User Technical Contacts and during the Normal Working Hours.
g) Severity-1 and 2 Issues must be registered via both of the following: (1) registered via Web Portal and then (2) reported by phone using the number designated by Moogsoft above. Lower Severity Issues may be registered via the portal only.
h) Participate with Moogsoft in ongoing Issue information gathering, investigation and analysis.
i) Re-test, or validate Moogsoft Work-around or Fixes.
j) Provide access to the End User resources such as, but not limited to, Database, Network, Security and Operating System Administrators responsible for systems running Moogsoft application(s) supported.
Issue Reporting. Customer may document and report all suspected errors or malfunctions of any applicable Product to Provider via email or Provider’s case tracking system, and, for any reported errors or malfunctions, reasonably cooperate with Provider. Provider will provide Customer with a trouble ticket number that Customer will use to track the status of any confirmed error or malfunction in the applicable Product (i.e., any confirmed failure of any Product to meet the Provider’s specifications for such Product described in the relevant Documentation) (“Confirmed Error”). Provider may close the trouble ticket without further responsibility if Customer does not provide requested information related to the Confirmed Error to Provider within thirty days of receiving a patch or workaround, or if Customer fails to respond to a request for additional information or confirm that trouble ticket is resolved. Customer may at any time add a new trouble ticket.
Issue Reporting. All Issues must be reported by an Issue Reporter through the ParaView Issue Tracker. The Issue Reporter will provide sufficient details and all necessary input data and parameters for Kitware to reproduce the Issue. Issues may be reported only on the Current Release of ParaView..
