SOFTWARE AND DEVELOPMENT WORK SUPPORT Sample Clauses

SOFTWARE AND DEVELOPMENT WORK SUPPORT. 1.1. The Company will, from a centralised support desk for the handling of support calls via appropriately trained staff (“Supportdesk”), provide support to the Customer’s designated contacts for the purpose of identifying and diagnosing Faults in the Software and Development Work , during the Company’s normal business hours of 9am to 5.30pm UK time, Monday through Friday (excluding English public holidays).
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SOFTWARE AND DEVELOPMENT WORK SUPPORT. 1.1. The Company will, from a centralised support desk for the handling of support calls via appropriately trained staff (“Supportdesk”), provide support to the Customer’s designated contacts for the purpose of identifying and diagnosing Faults in the Software and Development Work , during the Company’s normal business hours of 9am to 5.30pm UK time, Monday through Friday (excluding English public holidays). 1.2. The Support desk shall log, monitor and escalate support calls received from the Customer and shall be responsible for maintaining and updating call status and ensuring that support calls are resolved. 1.3. The Customer will email all support calls to Xxxxxxx@Xxxxxxxx.xxx detailing the issue, and where ever possible attaching screen shots, report outputs and providing examples of the issue and how to replicate the problem, (Epaccsys can provide a detail call logging sheet to help the customer with logging calls). Emails details to be logged will need to include the following information: o Main contact name for the log o Module of the software where the issue resides o If the problem is occurring on all companies or just a single company o If the problem is happening on all machines or for just a single user o Any example or screen shots of the issue o Steps to replicate the issue o Priority of Issue If a screen shot is attached, please save it in to a Word document and then attach that to the email rather than adding the screen shot to the email body text. 1.4. Upon receipt of a support call from the Customer the Supportdesk shall issue the Customer with a unique support reference number and shall attempt to resolve such Fault immediately. If the Supportdesk is unable to resolve the Fault immediately the Customer and the Company shall agree upon a Fault classification in accordance with the table below: Cosmetic Fault means a Fault which does not prevent the Software or Development Work from operating in accordance with its technical specification Material Fault means a Fault which is neither a Critical Fault nor a Cosmetic Fault including, without limitation, a Fault which causes the Software or Development Work not to operate in accordance with its technical specification and has a significant impact on the users of the Software or Development Work but which does not prevent the entire use of the Software or Development Work Critical Fault means a major Fault which prevents use of the Software or Development Work The call shall then be passed t...
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