Requests for Support. Requests for support from Retailer must be made as directed by NewStore or they will not be covered by these Support Terms. Each support request must also include all information reasonably requested by NewStore on the applicable submission page. Retailer may classify the Severity Level in any support request, provided that NewStore may modify the Severity Level with notice to Retailer, based on NewStore’s reasonable assessment of the impact of the applicable Error. All support will be provided in the English language only.
Requests for Support. During the term of this Agreement and each renewal period, CUF shall consider, from time to time, the provision of support or aid to Clemson, upon Clemson’s reasonable request or direction, subject to the fiduciary responsibilities of the CUF Board of Directors, and its delegate(s), including without limitation:
Requests for Support. Support Requests. Appriss will provide support to Licensee’s users. Support will be provided on a 24 hours, 7 days a week, 365 days a year basis through the Appriss Customer First Center (CFC). Support may be requested by Licensee’s users via email phone as described in Appriss’ support policies. Appriss will target to respond to each request for support based on the priority level assigned to the matter as described in the following table: Priority Level Description Response Time* Target (Business Hours from creation of service ticket by CFC) 1 The Gateway Service is non-operational or users cannot access the system, or the functionality is significantly decreased or back up or other security of data can no longer be performed. The 1 defect affects mission•critical functions or information in the production environment and may include, but not be limited to, data loss or corruption, system crash or missing major functionality. This may include any defect related to system availability, overall data integrity, or ability to serve the Licensee. 2 The Gateway Service is operational with functional limitations or restrictions but there is minimal business impact. Under a Priority 2, the defect will have a large impact on the functionality of the application, but does not require immediate release into the production environment. This defect allows continued use of the application, but there is a known compatibility or operability disruptions with no known Licensee acceptable work-around or missing minor functionality. 2 3 The Gateway Service is operational with functional limitations or restrictions that are not critical to the overall system operation, and the defect has a moderate impact on the functionality of the application. However, the application remains usable by all groups. A functional error exists for which there is a Licensee acceptable workaround. Failures assigned this priority level cause no delays in production. 8 4 The Gateway Service is operational with problems or errors, which have little impact on system operations. Priority 4 shall include, but are not be limited to, documentation errors. Priority 4 defects have a minor or cosmetic error in the functionality of the application in a production environment. Defect has no impact on the ability to execute a production application however. Failures assigned this priority level cause no delays in production. 24 *Response Time means acknowledgment by Appriss of receipt of the reported issue. E...
Requests for Support. Support assistance must be requested by Client’s designated person(s) by email to the Secarus Help Desk, using the Secarus Client Portal, or by phone. Each request for assistance will be issued a service ticket and assigned a service ticket number for tracking.
Requests for Support. The State will place requests for Support Services (each, a “Request”) directly with the Contractor’s Support Services group or Help Desk. The Contractor will provide support for user password reset and support for routine user-access problems to the System 24 hours a day, 7 days a week, 365 days a year. Contractor will ask, at a minimum, the following information in connection with each Request for Support Services: Name of End User or other person making the Request Name of person to be contacted with respect to the Request (if different from above) Telephone number/extension of contact person System(s) affected by the Error Brief description of the applicable Error Initial Severity Level for the Incident If Contractor’s Support Services group is not immediately available to answer the telephone, Contractor will provide the State an opportunity to leave a voice message. For voice messages received for password reset, routine System access problems, or for Xxxxx 0 incidents (defined below), the voice message shall generate a page or other immediate electronic notification to the on-call member of Contractor’s Support Services group, so that the Contractor can provide immediate support.
Requests for Support
