Support Channels. Service Provider will provide telephone and email support via Service Provider Customer Service ("Support Channels") during the defined Service Hours. To make sure that severity 1-3 requests get respective attention by Service Provider, such support requests have to be raised by phone via the customer support number. Severity 4 support requests can be also raised via email. Contact details and Service Hours are published online under the following link.
Support Channels. Pilot will provide customer and technical support to Customer’s designated Support Contact via its normal customer Support channels. Support is available 24 hours a day, 365 days a year via email and telephone. Customer may call Pilot toll-free on (000) 000-0000 or email xxxxxxx@xxxxxxxxxx.xxx to receive Support.
Support Channels. If the Order Form specifies support channels, Xxxxxxxxx only agrees to respond to Support Requests sent via those channels. If the Order Form does not specify support channels, Developer only agrees to respond to Support Requests via e-mail, and to give Notice of an e-mail address for Support Requests on entering into this agreement.
Support Channels. In addition to the technical support described in the General SISW Maintenance Terms, a web portal and email address may also be used to contact XHQ customer support. The Documentation contains current information on how to contact XHQ customer support.
Support Channels. All incidents must be reported via the VISURE Support Channels, provided by Visure to the customer. The following email address can be used: xxxxxxx@xxxxxxxxxxxxxxx.xxx.
Support Channels. (i) For Non-SAP IT Services, FDT will provide Services pursuant to this Clause 20.2.5 (Support Channels) of this Master Schedule 4 (FDT IT Services) until the completion of the FME IT Carve-Out Project.
(ii) FDT provides FME with a central and regional support concept that considers the local conditions and/or specific requirements as described in the Service Catalogue. This Clause 20.2.5 (Support Channels) of this Master Schedule 4 (FDT IT Services) is a summary of the available support channels. [The FDT Intranet] contains information regarding the Service Desks which enables the user to choose the correct support channel. In general, the Service Desk(s) can be contacted by FME via Service Portal, e-mail or phone.
(iii) FDT’s support concept differentiates the Global IT Desk and the regional Service Desks.
(iv) Outside the regular Service times FDT provides an Emergency Support Service in order to support business critical IT Systems and their supportive infrastructure. Furthermore, FDT provides FME with Onsite Support such as providing IMAC Services (IMAC = install, move, add, change) which comprise the setup, disassembly and move of FDT’s Services as well as the elimination of interferences and changes to the FME user’s IT equipment.
Support Channels. 1 U shape, size and thickness as required, surface mounted, suspended, or set in poured concrete walls and ceilings. Part 3 Execution
Support Channels. 3.1. The Customer agrees not to abuse SOHOBCOM’s support channels by way of flooding (sequential e-mails, phone calls or ticket submissions). Customer found flooding any of SOHOBCOM’s support channel may be blocked from using the flooded channel indefinitely. Additionally, as a result of a block, the Customer will give up rights to any Service Level Agreement Response Credit.
3.2. Issues shall not be submitted via multiple channels for the same issue or updated via multiple channels for the same update. For example: if the Customer emails a support request (and receive a confirmation from SOHOBCOM’s system) and subsequently calls SOHOBCOM’s support team via phone to report the same issue this will constitute abuse of SOHOBCOM’s support services.
3.3. A single point of contact within the Customer organization shall be assigned per unique/distinct issue submitted to SOHOBCOM . Multiple users submitting the same issue is prohibited.
Support Channels. A dedicated, secure helpdesk is established for the Customer at the following address: xxxxx://xxx.xxxxxxxxxxx.xxx/support/home to enable the Customer's users to log support and technical maintenance issues on a 24/7 basis. This helpdesk will be the primary channel for the logging of all support and maintenance issues that arise for the Customer. Ireland 1800 940940 / UK 0800 043 2078 / US +00000000000/ HQ 00353 719622078 Monday - Friday from 08:30 - 17:00 GMT on a Business Day. Xxxx provides 24x7x365 resourced support for Severity 1 and Severity 2 issues that have been raised via our Helpdesk that may occur outside of standard Xxxx support hours.
Support Channels. All incidents must be reported via the VISURE Support Website. There are three sections in this area: Service Desk portal: VISURE will provide COMPANY his own user to access this section. The main subsections included in it are: o Knowledge Base: gives direct access to our Knowledge Base and our Frequently Asked Questions (FAQ). It’s classified by module and feature and allows searching information based on keywords. o Case management: Acts as a communication channel between all the team involved in case management and our clients, keeping the customers and users informed by providing confirmation of cases registry, progress and delivery. It also improves the service quality and reduces the response time. Releases and services packs: every time a new product version is delivered VISURE will provide COMPANY access to this section for downloading said version and their technical documentation. Specific offerings on this VISURE Support Website may vary from time to time at VISURE’s discretion. Exceptionally, the following email address can be used: xxxxxxx@xxxxxxxxxxxxxxx.xxx
6.1. VISURE shall maintain an organization that has sufficient technical expertise, training and/or experience to perform the Support and Maintenance Service specified in this document.
6.2. VISURE will give the COMPANY direction and assistance in resolving any Technical Support or Software Failure Incidents. VISURE will review Enhancement Requests during its normal product revision cycles. However, VISURE shall be under no obligation to incorporate any modifications or new features requested by the COMPANY into any Release.
6.3. VISURE will endeavour to provide initial response to Incidents within the ‘time goals’ set out in the Table below. These goals shall not apply to Enhancement Requests or to Incidents caused by Third Party Products. If the nature of the question prevents VISURE from providing an initial response or resolution within that period, VISURE will give the COMPANY an estimate as when the initial response and resolution can be expected. The ”time goals” take into account that the COMPANY will register the incident associating a proper Test Case. Critical < 6 working hours High < 10 working hours Medium < 24 working hours Visure will use commercially reasonable efforts to respond to service calls from your authorized callers. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions are required to...
