Support and Escalation. Excalibur will respond to Client’s Support Tickets under the provisions of Appendix A. Support after hours or on holidays may be provided at Excalibur’s discretion where there is resource available, but Excalibur shall not be obliged to provide such support. Support Tickets must be opened by email to Excalibur’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Support Ticket number for tracking. On Site visits All work where possible will be completed remotely and if required with the assistance of an employee of the Client.
Support and Escalation. Severity Initial Response Time Effect Target Resolution Time 1 (Critical) 2 business hours Defect prevents all useful work from being done. Material Defects in essential functions for which no non-manual workaround exists; or Defects that cause a material loss of data. High-risk security breach or Hosted Service disruption (SLA breach) – 24/7 rostered technician immediately attends, response within 2 business hours; If a Severity 1 Defect occurs during normal operating hours (8:30 am – 5:30 pm AEST weekdays), SyncEzy will begin immediate and continuous efforts to reproduce and resolve the Defect, and will carry out those efforts until the Defect is resolved. SyncEzy will use reasonable efforts to resolve all Severity 1 Defects in the shortest time possible, and will review status with Customer on a daily basis or more frequently, if requested. 2 (Major) Next Business Day Defects that disable essential functions but for which a non-manual workaround exists, defects that block systems test or deliverables, or defects that violate the material specifications in the Documentation, or Service component malfunction or low-risk security breach. If the Defect is a Severity 2 issue, SyncEzy will begin efforts to reproduce the problem no later than the opening of the next business day after receipt of the issue by Customer. SyncEzy will use reasonable efforts to resolve Severity 2 problems as rapidly as practical, but no later than the next Update after reproduction of the Defect.
Support and Escalation. Service Provider will respond to Client’s Trouble Tickets under the provisions of Appendix A, and with best effort after hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to our Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking. Our escalation process is detailed in Appendix A.
Support and Escalation. Service Provider will respond to Client's Trouble Tickets under the provisions of the Support Response Times (see below), and with best effort after hours and on holidays. Trouble Tickets must be opened by email to our Help Desk, by phone if email is unavailable, Trinity Networx Portal, or by direct chat. Each call will be assigned a Trouble Ticket Number for tracking. Priority Definition/Example of Priority Response Time SEVERITY 1 Covered system unavailable or unusable for normal operations by substantially all users. Initial assessment within two business hours after ticket opened. SEVERITY 2 Covered system performance substantially degraded, but normal operations possible, even if substantially slowed or key user(s) (e.g. VIP users, system-console-level operators) are unable to use the covered system for normal operations. Initial assessment within two business hours after ticket opened. SEVERITY 3 Covered system available and usable for normal operations by substantially all users, but with minor or technical departures from normal operations. Initial assessment within six business hours after ticket opened SEVERITY 4 • Any item not having met the criteria for Severity 1,2 and 3 and not specifically requested to be higher priority than to be done on the Weekly or Monthly Maintenance • We often refer to this as "Scheduled" work 1-3 Days
Support and Escalation. JMCo will respond to Client’s helpdesk requests under the provisions of Appendix B, and utilizing its best efforts to support Client after hours and on holidays. Help desk requests must be opened by Client’s designated contacts by email to our Help Desk or by phone if email is unavailable. Each call will be assigned a ticket number for tracking. Our service request escalation process is detailed in Appendix C.
Support and Escalation. AGJ Systems will respond to Client’s “Trouble Tickets” within four (4) hours for non-emergency issues and within one
Support and Escalation. IT MANAGEMENT SOLUTIONS will respond to Client’s Trouble Tickets under the provisions of Appendix A, and with best effort after hours or on holidays. Trouble Tickets must be opened via our customized portal xxx.XXXxxxxxxXxxxxx.xx or by phone if internet is unavailable. Each call will be assigned a Trouble Ticket number for tracking. Our escalation process is detailed in Appendix A.
Support and Escalation. Service Provider will respond to Client’s Trouble Tickets with best effort after hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to Service Provider’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking.
Support and Escalation. To report an Incident or make a Service Request, the Customer must create a ticket in the MSP Help Desk ticketing system. Please provide detailed information about the incident or service request. One of the following methods may be used for creating a ticket: These procedures will be provided to each staff member.
Support and Escalation eMazzanti shall use best efforts to respond to Client’s support requests. Support Requests shall only be opened by Client’s designated Technical Contacts, only by submission of an online support request, email, or on the technical support phone line if email is unavailable. CALLS MADE DIRECTLY TO EMAZZANTI TECHNOLOGIES EMPLOYEES ARE CONSIDERED OUTSIDE OF THE SUPPORT PROCEDURE. THET SHALL BE BILLED HOURLY ACCORDING TO THE RATES LISTED ON THE SERVICE ORDER. ATTEMPTING TO CONTACT EMPLOYEES DIRECTLY MAY ALSO RESULT IN SERVICE DELAYS.
