Requesting Service. 1. WE must be notified using the Claims Phone Number provided in the Declarations Page as soon as the malfunction is discovered and prior to expiration of the contract term.
a. WE accept service requests 24 hours a day, 7 days a week.
b. WE will not provide service until all past due Service Call Fees and Plan Fees are paid in full.
c. WE will not pay or reimburse for services performed without OUR approval prior to repair or replacement.
2. Once notified, WE will authorize or request YOU to contact a Service Contractor subject to the limitations described in subsection 3 below. WE will provide payment directly to the Service Contractor for any authorized repair or replacement services, in accordance with the contract terms.
a. WE will determine what services constitute an emergency and will make reasonable efforts to expedite emergency service requests.
b. WE will accept YOUR request to expedite scheduling of non-emergency service. If the Service Contractor agrees to expedite scheduling of a non-emergency service request, YOU may be required to pay an additional fee.
c. WE reserve the right to obtain a second opinion at OUR expense. In the event that WE inform YOU that the malfunction is not covered under this contract, YOU have the right to request a second opinion of the cause of the malfunction. YOU must ask US for a second opinion from another Service Contractor within seven (7) days from OUR informing YOU the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, WE may decide whether to provide coverage under this contract. If YOU request a second opinion, YOU will be responsible for the payment of an additional Trade Service Call Fee if the outcome of the second opinion is the same as the initial opinion.
3. WE have the right, but not the responsibility, to select the authorized service contractor (Service Contractor) to perform the service.
a. If WE choose the Service Contractor, the Service Contractor will contact YOU to schedule YOUR service appointment. The appointment will be scheduled for service to be performed during normal business hours.
b. All Service Contractors must be properly licensed and/or certified according to State law for the type of service being provided. Payment will only be made to legally registered businesses that are routinely engaged in repairs of like items and/or systems.
Requesting Service. You must call us at the telephone number set forth on your Schedule Page to notify us of any protected item’s failure as soon as you discover it and before your protection period expires. Your protection must have been paid in full at the time of failure in order for us to authorize any service call. If we authorize a service call based on our initial assessment, then we will use reasonable effort to have an independent service contractor contact you within one standard business day. If we determine that a failure constitutes an emergency, then we will make reasonable effort to expedite
Requesting Service. Be prepared to provide the following information to the technician when requesting this Service:
a. system invoice and serial numbers;
b. service tag number;
c. System type and model numbers;
d. current version of the operating system on the affected System;
e. brand names and models of any peripheral devices (such as a modem) attached to the System;
f. the error message received and when it occurs;
g. what tasks or functions were being processed or implemented when error occurred; and
h. what steps, if any, were taken to solve the problem.
Requesting Service. The following are the supported methods of contacting ITS for service: Email: xxxx_xxxxxxx@xxxxxxxx.xxx Phone: 000-000-0000 Email: xxxxxxx@xxxxxxxx.xxx Phone: 000-000-0000 (On Call) Email: xxxx_xxxx@xxxxxxxx.xxx Phone: 000-000-0000 For non-emergency support, the conventional service request protocol is for an ITS representative to serve as the first point of contact for all computing-related issues. When a request for support is received (in person, by phone, or by email), a representative of IT Technology Support Services (TSS) will create a new service request, and the new service request and the corresponding service issue will be managed according to the tiered triage protocols described below. If an ITS Technology Support Service representative is not immediately available to log and triage the issue, the support requestor may contact an alternative representative of ITS, in which case the attending representative will open a new service request as the first step toward triage and resolution. Tiered service requests can only be escalated if changes in circumstances justify escalation. Escalations will be considered upon request. However, automatic escalation ensues by default according to schedules outlined by tier. Automated escalations can be reset by mutual agreement between ITS and HR or if higher priority University requirements coincide.
Requesting Service. 1. AHS must be notified as soon as the malfunction is discovered and prior to expiration of the contract term. (Refer to your Contract Agreement pages for details on how to request service.)
a. AHS will accept service requests 24 hours a day, 7 days a week.
b. AHS will not provide service until all past due Trade Service Call Fees and Plan Fees are paid in full.
c. AHS will not reimburse for services performed without its prior approval.
2. AHS has the right to select an AHS authorized service contractor (Service Contractor) to perform the service.
a. AHS will initiate services under normal circumstances by contacting a Service Contractor within 48 hours after your service request to AHS.
b. The Service Contractor will contact you to schedule your service appointment. The appointment will be scheduled for service to be performed during normal business hours.
c. AHS reserves the right to obtain a second opinion at its expense. In the event that AHS informs you the malfunction is not covered under this contract, you have the right to request a second opinion of the cause of the malfunction. You must ask AHS for a second opinion from another Service Contractor within 7 days from AHS informing you the malfunction is not covered. In the event that the outcome of the second opinion is different than the first opinion, then AHS may, in its discretion, decide whether to accept coverage under this contract. If you request a second opinion, you will be responsible for the payment of an additional Trade Service Call Fee only if the outcome of the second opinion is the same as the initial opinion.
3. In the event AHS authorizes or requests you to contact an independent service contractor to perform a covered service, AHS will provide reimbursement for an authorized amount of the cost you incur for the repair or replacement services. Acceptable proof of the repair and your actual itemized costs must be provided to and approved by AHS before any reimbursement will be paid.
Requesting Service. C1. Service Requests: ZucoraHome is available to accept your service requests (“Service Requests”) 24 hours a day, 365 days a year and we may be contacted in the following manner:
(a) By online Service Request at: Xxxxxxx.XxxxxxXxxx.xxx
(b) By Toll-free Telephone at: 0.000.000.0000
Requesting Service. Additional costs may apply in accordance with other sections of this Agreement. All limits and caps set forth below will reset every 365 days of the Agreement Term from the Effective Date of this Agreement.
Requesting Service. 4.1 Desktop Support Services Users can contact ITS through the following five methods:
1. Online: xxxx://xxxx.xxxx.xxx
2. Phone: (914) 773‐3333 or (855) 722‐3487 (Toll free)
3. Email: (xxxxxxxxxxxx@xxxx.xxx) Email requests will be processed during regular business hours. Using the online ticketing system at xxxx://xxxx.xxxx.xxx is recommended over email. While both methods feed into the same ticketing system, logging into the help desk ticketing system allows users to better specify the category and ensure the ticket gets placed in the appropriate group without having to be manually moved. The xxxxxxxxxxx@xxxx.xxx email account is only used to report spam messages in order to retain the header information of the suspicious email.
4. Online Live Chat
Requesting Service. SUPPORT
1) Contact the ITS HelpDesk
Requesting Service. 1. To request service 24 hours a day, 7 days a week, visit xxx.xxxxxxxxxxxxxxxx.xxx/xx-xxxxxxx, or call (000) 000-0000
2. LHG must be notified as soon as the Malfunction is discovered and prior to expiration of the Agreement Term and any Bonus Months.
a) LHG will accept service requests 24 hours a day, 7 days a week.
b) LHG will not provide service until all past due Trade Service Call Fees and other Agreement Prices have been paid.
c) LHG will not reimburse You for services initiated by You without LHG’s prior approval. 3. LHG has the right to select an LHG-authorized Service Contractor to perform the service.
a) Under normal circumstances, services will be initiated within 48 hours after Your service request is received by LHG.
b) LHG will determine what services constitute an emergency and will make reasonable efforts to expedite emergency service.
c) LHG may accept Your request to expedite scheduling of non-emergency service only when a Service Contractor is available and agrees to do so. If the Service Contractor agrees to expedite scheduling of a non- emergency service request, You may be required to pay an additional fee.
d) LHG reserves the right to obtain a second service opinion, at LHG’s expense. LHG will consider the merits of all service opinions and decide, in LHG’s sole discretion, whether to accept such service.
