SUBMITTING SUPPORT REQUESTS AND ACCESS. 4.1 You may request Support Services by way of a Support Request.
4.2 Each Support Request shall include a description of the problem and the start time of the incident.
4.3 You shall provide us with:
4.3.1 prompt notice of any Faults; and
4.3.2 such output and other data, Documentation, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to us in writing) remote access to your System, as are reasonably necessary to assist us to reproduce operating conditions similar to those present when you detected the relevant Fault and to respond to the relevant Support Request.
4.4 All Support Services shall be provided remotely from our office.
4.5 You acknowledge that, to properly assess and resolve Support Requests, it may be necessary to permit us direct access at your Site, to your System and your files, equipment and personnel.
4.6 You shall provide such access promptly, provided that we comply with all your security requirements and other policies and procedures relating to contractors entering and working on your Site notified to us.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 4.1. The Customer may request Support Services only by way of a Support Request submitted by such persons as the Customer shall nominate from time to time.
4.2. Each Support Request shall include a description of the problem and the start time of the incident.
4.3. The Customer shall provide the Supplier with:
4.3.1. prompt notice of any Faults; and
4.3.2. such output and other data, documents, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to the Supplier in writing) remote access to the Customer’s IT system, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request.
4.4. All Support Services shall be provided from the Supplier's office.
4.5. The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access at the Customer’s site to the Customer’s system and the Customer's files, equipment and personnel.
4.6. The Customer shall provide such access promptly, provided that the Supplier complies with all the Customer's security requirements and other policies and procedures relating to contractors entering and working on the Customer’s site notified to the Supplier.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 3.1 The Joint Team may request ICT Support Services by way of a Support Request.
3.2 Each Support Request shall include a description of the problem and the start time of the incident.
3.3 The Joint Team shall provide the relevant Partner Authority with:
3.3.1 prompt notice of any Faults; and
3.3.2 such output and other data, documents, information, assistance and remote access as are reasonably necessary to assist the relevant Partner Authority to reproduce operating conditions similar to those present when the Joint Team detected the relevant Fault and to respond to the relevant Support Request.
3.4 All ICT Support Services shall be provided from each Partner Authority’s offices.
3.5 Where a Partner Authority receives a Support Request in respect of an ICT Asset or Software which is the responsibility of the other Partner Authority’s ICT team then such Support Request shall be promptly redirected to that other Partner Authority for resolution or, where the first Partner Authority deems it possible to resolve the Support Request without referring it on, it shall notify the other Partner Authority of the Support Request and agree the resolution with the other Partner Authority before proceeding.
3.6 NDDC acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit MDDC’s ICT Staff direct access to the Premises and to files held on NDDC's behalf as well as to the Assets and NDDC’s Staff.
3.7 NDDC shall provide such access promptly, provided that MDDC complies with all NDDC's security requirements and other policies and procedures relating to entering and working on the Premises notified to MDDC.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 6.1 The Customer may request Support Services by way of a Support Request
(a) For FreezerPro Software License: The Customer may request Support Services by emailing xxxxxxxxxxxxxxxxx@Xxxxxx.xxx.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 6.1 The Customer may request Support Services by way of a Support Request.
6.2 The Customer shall provide Xxxxxx with:
(a) prompt notice of any perceived Faults; and
(b) such output and other data, documents, information, assistance and (subject to compliance with all End User's security and encryption requirements) remote access to the Customer system, as are reasonably necessary to assist Xxxxxx to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request.
6.3 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit Xxxxxx direct access at the Customer Site to the Customer System and the Customer's files, equipment and personnel.
6.4 The Customer shall provide such access promptly, provided that Xxxxxx complies with all the Customer's security requirements and other policies and procedures relating to contractors entering and working on the Customer’s site notified to Xxxxxx.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 8.1 The Customer may request Support Services by way of a Support Request.
8.2 Each Support Request shall include a description of the problem and the start time of the incident.
8.3 The Customer shall provide DataTools promptly with:
8.3.1 notice of any Faults; and
8.3.2 such output and other data, documents, information, assistance and (subject to compliance with all of the Customer’s reasonable security and encryption requirements notified to the Supplier in writing) remote access to the Customer’s system, as are reasonably necessary to assist DataTools to reproduce operating conditions similar to those present when the Customer detected the relevant Fault, or to respond to the relevant Support Request.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 4.1 The Customer may request Support Services by way of a Support Request.
4.2 Each Support Request shall include a description of the Operational Fault or Vulnerability and, where relevant, the start time of the incident.
4.3 The Customer shall provide the Supplier with:
(a) prompt notice of any Faults which it becomes aware of; and
(b) such output and other data, documents, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to the Supplier in writing) remote access to the Customer System, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Operational Fault and to respond to the relevant Support Request.
4.4 Save for where the Supplier reasonably determines that it requires access to the Customer Site to provide the relevant Support Service, all Support Services shall be provided on an off-site basis (such as over the telephone or by e-mail) from the Supplier's office.
4.5 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access at the Customer Site to the Customer System and the Customer's files, equipment and personnel.
4.6 The Customer shall provide such access promptly, provided that the Supplier complies with all the Customer's reasonable security requirements and other policies and procedures relating to contractors entering and working on the Customer Site notified to the Supplier in writing reasonably in advance.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 9.1. The Client may request Premium Support Services by way of a Support Request subject to clauses 7 and 8 above. Each Support Request shall include a description of the problem and the start time of the incident.
9.2. In respect of each Support Request, the Client shall provide GBG promptly with such output and other data, documents, information, assistance and (subject to compliance with the Client's reasonable security and encryption requirements notified to GBG in writing) remote access to the Client’s system, as are reasonably necessary to assist GBG to reproduce operating conditions similar to those present when the Client detected the relevant Fault, or to respond to the relevant Support Request.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 2.1 The Customer may request Second Line Support by way of a Support Request. Each Support Request shall include as a minimum a full description including the following details:
(a) Details of the appropriate Customer contact person;
(b) Confirmation of the user who originally logged the Support Request;
(c) Details of the Platform Service they were using at the time;
(d) The date and time the Support Request occurred;
(e) Details of any error messages or warnings that were seen;
(f) Details of anything the Customer, Administrative User or End User may have been doing which may have caused the incident; and
(g) The scale of the impact on the Customer and/or End User.
2.2 All Support Requests are logged with the Technical Platform Service Desk, to ensure a complete record and audit trail, ensuring all contacts are appropriately validated for authenticity.
2.3 All Support Requests are automatically assigned a unique number.
2.4 The Customer shall provide the Supplier with: the relevant Fault and to respond to the relevant Support Request.
2.5 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access to the Platform Service, the associated data, the system, equipment and network at the Customer's premises and the Customer’s personnel. The Customer will arrange such access promptly, provided that the Supplier complies with all the Customer’s security requirements notified to the Supplier.
SUBMITTING SUPPORT REQUESTS AND ACCESS. 3.1 The Customer may request Support Services by way of a Support Request submitted via the ‘Healthy U’ app’s “Contact Us” section.
3.2 Each Support Request shall include a description of the problem and the start time of the incident.
3.3 The Customer shall provide the Supplier with:
(a) prompt notice of any Faults; and
(b) such output and other data, documents, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to the Supplier in writing) remote access to the Customer’s system, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request.
3.4 All Support Services shall be provided from the Supplier's office.
