Provision of Product and Account Support Sample Clauses

Provision of Product and Account Support. 2.1 Productsup support experts reactively answer Client submitted tickets about either a malfunction of the Productsup Software or questions on functionality, scope as well as configuration of the Productsup Software. In both cases, the Client is requested to give as many details as possible, such as links, concrete examples, or screenshots. 2.2 When communicating malfunctions of the Productsup Software to Productsup, the Client shall reasonably self-diagnose the impact and recommend, in good faith, to Productsup an appropriate Severity Level designation. Productsup shall validate given Severity Level designation or notify Client of a change in the Severity Level designation to a higher or lower level, giving a reason for such change. 2.3 When communicating non-system issues (ascribed as Severity Level 4) to Productsup, these can be questions about platform functionality, scope or best practices in regard to specific setups. The Client will be provided with help articles, step by step explanations or roadmap outlooks in case functionalities are planned, but not available yet. If a desired functionality is not available or in the pipeline, the Client can issue a feature request.
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Provision of Product and Account Support. 2.1 Provider reactively answers Client submitted tickets about a malfunction of the Productsup Platform or any related question on functionality, scope as well as configuration. The Client is requested to give as many details as possible, such as links, concrete examples, or screenshots. 2.2 Malfunctions of the Productsup Platform should be communicated to the Productsup Support Team via xxxxxxx@xxxxxxxxxx.xxx. 2.3 When communicating malfunctions of the Productsup Solutions to Productsup, the Client shall reasonably self-diagnose the impact and recommend, in good faith, an appropriate Severity Level designation. Productsup’s support team shall validate given Severity Level designation or notify Client of a change in the Severity Level designation to a higher or lower level, giving a reason for such change. 2.4 When communicating non-system issues (ascribed as Severity Level 4) to the Productsup support team, there can be questions about Platform functionality, scope or best practices in regard to specific setups. The Client will be provided with help articles, step by step explanations or roadmap outlooks in case functionalities are planned, but not available yet. If a desired functionality is not available or in the pipeline, the Client can issue a feature request. 2.5 Productsup’s support team responds to support issues based on Severity Levels (as defined below) during Local Office Hours.
Sample 1
Provision of Product and Account Support. 2.1 Productsup reactively answers Client submitted tickets about a malfunction of the Productsup Platform or any related question on functionality, scope as well as configuration. World of Content support experts reactively answer Client submitted tickets about a malfunction of the World of Content Software or any related question on functionality, scope as well as configuration. In all cases, the Client is requested to give as many details as possible, such as links, concrete examples, or screenshots. 2.2 Malfunctions of the Productsup Platform should be communicated to the Productsup Support Team via xxxxxxx@xxxxxxxxxx.xxx, while malfunctions of the World of Content Software should be communicated to the World of Content Support Team, via the xxxxxxx@xxxxxxxxxxxxxx.xxx address. Productsup is responsible for the Account Support of the Productsup Platform while World of Content is responsible for the Account Support of the World of Content Software. 2.3 When communicating malfunctions of the Productsup Solutions or World of Content Software to Productsup or World of Content, the Client shall reasonably self-diagnose the impact and recommend, in good faith, an appropriate Severity Level designation. Productsup or World of Content support teams shall validate given Severity Level designation or notify Client of a change in the Severity Level designation to a higher or lower level, giving a reason for such change. 2.4 When communicating non-system issues (ascribed as Severity Level 4) to the Productsup or World of Content support teams, these can be questions about platform functionality, scope or best practices in regard to specific setups. The Client will be provided with help articles, step by step explanations or roadmap outlooks in case functionalities are planned, but not available yet. If a desired functionality is not available or in the pipeline, the Client can issue a feature request.
Sample 1

Related to Provision of Product and Account Support

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