Support Case Management Sample Clauses
The Support Case Management clause outlines the procedures and responsibilities for handling customer support requests or issues. It typically specifies how support cases should be submitted, tracked, and escalated, including response times and communication protocols between the parties. This clause ensures that support issues are managed efficiently and transparently, providing a clear framework for resolving problems and maintaining service quality.
Support Case Management. 4.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement.
4.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day
4.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised if any concerns arise with any aspect of PA’s client support services.
Support Case Management. Appliance – Open a Support ticket directly via your Cisco IronPort Appliance • Web - Manage tickets via the Cisco IronPort Support Portal: ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/cisco/web/support/index.html • Email - Email from registered administrator addresses to (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇) • Phone – Call Cisco IronPort’s Global toll-free international phone numbers (see Table B below, or URL: ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/web/ironport/contacts.html • Phone and Email Support services for problem diagnosis o Remote Diagnostics – Cisco IronPort Support Engineers have the ability to perform remote diagnostics via Support tunnels (initiated upon customer request) • Efforts to cure reported and reproducible Errors in the Software. • Software patches, updates, releases and new versions of commercially-released Software. • Hardware Support - In the event of a critical hardware malfunction, Cisco provides field units and hot-swappable replacement parts with RMA installation and return instructions. • Use reasonable efforts to resolve internally any support questions prior to requesting Support services • Report Errors promptly in writing in English • Provide sufficient information to allow Cisco IronPort to duplicate the circumstances indicating a reported Software defect or Error • Promptly incorporate the bug fixes, patches, updates, upgrades, releases and new versions provided hereunder • Provide all reasonable cooperation access and full information to Cisco IronPort with respect to Cisco IronPort’s furnishing of Support hereunder • Back-up configurations on a regularly scheduled basis since configurations are generally not recoverable from failed hardware. Cisco IronPort will not be responsible for configuration recovery in the event of a hardware failure. • For hardware replacement Support – return defective or returned Products in accordance with RMA instructions, properly packaged, and within 60 days of RMA issuance • For remote Support – provide reasonable access, at Customer’s expense, to the Product through internet to establish a data communication link between Customer and the Cisco IronPort engineer and systems passwords so that problems may be diagnosed and, where possible, corrected remotely. Cisco IronPort may obtain information regarding customer’s email communication and web traffic and, as a condition to Cisco IronPort’s provision of Support services to customer, Cisco IronPort may use statistical data generated regarding customer’s email and web traffic to improve its offe...