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.
Appears in 6 contracts
Samples: Cloud Services Agreement, Software License Agreement, Appliance Agreement
