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. All work where possible will be completed remotely and if required with the assistance of an employee of the Client.
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. Severity Initial Response Time Effect Target Resolution Time
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. 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. 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. 4.1. SERVSYS maintains an employee base with Technicians to adequately satisfy all of CLIENT’s support needs; however, SERVSYS may engage third− party services to supplement its employee base, as needed or desired and in its sole discretion, and, by executing this AGREEMENT, CLIENT acknowledges and accepts such third−party services SERVSYS may decide to engage. Moreover, SERVSYS’s engagement of such third− party services shall not alter or reduce CLIENT’S obligations hereunder.
4.2. SERVSYS will respond to and escalate CLIENT’s service requests as set forth in the Statement of Work. Each of CLIENT’s service requests will be assigned a case number for tracking purposes and will be escalated as needed (i.e., routed through various levels of support tiers for as long as the service request remains unresolved).
4.3. All support provided by SERVSYS to CLIENT is specifically subject to CLIENT meeting certain minimum standards required for SERVICES as set forth in the Statement of Work. SERVSYS reserves the right to make modifications to such minimum standard required for SERVICES from time to time, as required or desired and in its sole discretion, upon sixty (60) days’ written notice to CLIENT.
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. (a) Each party agrees to comply with the support and escalation procedures set out in the Operations Manual.
(b) Each party must maintain their own respective support and fault reporting centre for handling faults between Networks, coordinating fault clearance (including escalations) within its own Network and reporting of any faults and their clearance to the other party.
