Problem Handling Sample Clauses
Problem Handling. Procedures All problems reported to the TAC will be assigned a Severity Classification. The Severity Level will be agreed upon between Corvis and Customer according to the table below. ------------------------------------------------------------------------------------------------------------------------------------ Severity Description Escalation Procedure/Response Time 1 Critical - Customer is experiencing a network outage Corvis VP's of Engineering and Customer Service will be that prevents its customers from accessing service immediately notified. Corvis personnel will update Customer at and for which there is no workaround or recovery least hourly and will work on the problem until resolution. action possible. ------------------------------------------------------------------------------------------------------------------------------------ 2 Major - Customer is experiencing a problem that Corvis Level 3 personnel will resolve the problem within four affects service but for which there is a work-around hours or escalate to Development Engineering. Corvis personnel or recovery action. Business can continue although will update Customer at least every two hours. performance may be degraded. ------------------------------------------------------------------------------------------------------------------------------------ 3 Minor - Customer is experiencing problems and Severity 3 problems will be resolved by Corvis in a reasonable requires technical advice or a recommendation for period of time or will be escalated to Development Engineering. the best solution. Severity 3 problems have a reliable workaround and have, at most, a slight impact on the operational environment. ------------------------------------------------------------------------------------------------------------------------------------ 4 Questions (Non Emergency) Questions received by the TAC will be logged and answered in a timely manner. ------------------------------------------------------------------------------------------------------------------------------------ Corvis will meet its priority response goal as provided herein at a ninety (90%) percent effectiveness level for any calendar month. Should Corvis fail to meet its response goal at least seventy (90%) percent in any calendar month, Customer maintenance Service credits of 1/12 of the Standard Maintenance Fee will be credited back and may be applied towards renewals/future service contracts. The effectiveness level shall b...
Problem Handling. 4.1. The problem handling process covers all measures to be taken related to any faults within the Service.
4.2. STRATACT shall take responsibility for fault resolution and solve the problem as fast as possible on a “best effort” base. Customer has to actively support STRATACT in solving the problem on the application side, in case the Service is affected by Customer´s network problem or by Customer induced misconfiguration of the Service.
4.3. Support requests shall be submitted via email only to a dedicated email address (e.g. ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇). STRATACT will undertake reasonable effort to
(a) acknowledge the support request within 2 business days following the reception of the email request
(b) reproduce the problem
(c) identify a workaround or a fix However, STRATACT does not guarantee a particular response time nor gives any guarantees, that the problem will be resolved within a certain timeframe, within the next, upcoming upgrade or update or will be resolved at all.
4.4. In order to properly support users using the service, STRATACT will publish, as part of the service, a section with dedicated help pages and FAQ´s, thus enabling users to help themselves. STRATACT will not accept support calls by telephone.