Requests Requirement. To receive support services and for EFI to maintain the Service Level agreed, the customer shall cooperate with EFI to resolve support incidents. The customer shall have adequate technical expertise and knowledge of their configuration of EFI’s software and provide relevant information to enable EFI to reproduce, troubleshoot, and resolve the incident or issue identified by the customer. As a minimum, the following information shall be provided by the customer, whenever possible, to ensure EFI’s ability to address support requests: • Detailed description of the issue with as much detail as can be provided. • The URL of the platform where the issue is occurring. • The error message provided and exact steps to reproduce the error. • The user(s) that are affected by the issue. • Applicable screenshot or video capture. Requests lacking this information will not be considered as part of the Service Level agreement. General Responsibilities of the customer The customer will be responsible for: • Reporting errors promptly. • Providing sufficient information for EFI to duplicate the error, assess the situation, and undertake any needed or appro- priate corrective action. • Alternatively, following instructions or suggestions from EFI regarding use, maintenance, upgrades, repairs, worka- rounds, or other related matters. • Designating a member of its staff to serve as the customer’s system administrator to contact EFI with support issues. EFI’s successful response and provision of Helpdesk Services is subject to the customer’s assistance and compliance, including: • At EFI’s reasonable request, the customer will provide EFI with reasonable access to the customer’s personnel and equipment during normal business hours to discuss and assess any problems or requests for assistance. • The customer will document and promptly report all errors or malfunctions of the Software Services to EFI. It is the customer’s responsibility to carry out procedures necessary at the customers facilities for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from EFI. Reproducing Errors EFI must be able to reproduce errors in order to resolve them. The customer agrees to cooperate and work closely with EFI to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to customer’s approval on a case-by-case basis, users may be asked to provide remote acces...
