Support Desk. During the Work Order Term and any Transition Period, Customer will have access to a Sabre Support Desk twenty-four (24) hours a day, seven (7) days a week, accessible via the internet, email, teletype and/or telephone support. The Support Desk will be responsible for facilitating the Second Line of Support. A Support Desk coordinator will be responsible for logging and tracking Errors after they have been reported by Customer, contacting the Customer’s Technical Coordinator, if deemed necessary, to confirm receipt of an Error report and determining the priority level of the Error. In the event the parties disagree on the severity level placed by Sabre on any Error, the Customer may escalate to the Sabre Account Director, and may further escalate to Sabre Regional Vice President, for discussion and agreement. Error levels will be determined as follows:
Level 1 A complete loss of service of the System or “Critical Business Function”. The System is inoperable and work cannot continue.
Level 2 A severe loss of service of the System. Problem affects a Critical Business Function, however, use of the System can continue in a restricted fashion.
Level 3 A moderate loss of service of the System. A workaround is available permitting use of the System’s functionality. Level 4 – No loss of service of the System. Problem is minor and no workaround is required. Customer may report a System Error by contacting the Sabre Help Desk using any of the following methods: • Internet Access: Go to “xxxx://xxxxxxxxxxxxxxx.xxxxx.xxx/” • Email: Send to xxx.xxxxxxxx@xxxxx.xxx • Teletype: Send to SAAHD1S • Phone in Mexico: 00-000-000-0000 or 000-000-000-0000. Note: all Level 1 Errors are to be reported by telephone, if possible, for the quickest response.
Support Desk. Timewax's support desk forms the second-level user support. At this support desk, the following tasks are performed: - registration of Notifications - diagnosis of Incidents and providing solutions - feedback to the first-level user support at the Client - possibly starting up the escalation process If an Incident is not the result of a defect in the Software or falls outside the scope of this Agreement, Timewax will reject the Incident. Timewax will notify this to the Client by email. Depending on the agreed Urgency Codes there will be Response Times inside which Timewax starts solving Incidents. Definitions of the Urgency Codes and the Response Times are represented in the following table. Urgency Code Description Response Time 1 Very Serious The Incident has the result that the Software is no longer 1 Working Hour available and none of the employees of the Client can work with it anymore.
Support Desk. Customer can telephone JOBPROGRESS’s hotline, which is available during JOBPROGRESS’s standard business hours, Monday to Friday from 8:30 a.m. to 5:00 p.m. EST (excluding national holidays or other days banks are closed in New Jersey) (“Business Hours”) to notify the JOBPROGRESS that the Software fails to perform in accordance with the Documentation. During those days, and between the hours of 5:00 p.m. to 8:00 p.m. EST Customers in the Central, Mountain and Pacific time zones may leave a message for the support staff. JOBPROGRESS's support staff will use commercially reasonable efforts to resolve an identified problem promptly meeting the service levels set forth in Exhibit C; provided, Customer provides JOBPROGRESS with sufficient information that is available to Customer, to reproduce the defect in question. If JOBPROGRESS is unable, after repeated efforts to remedy any Severity 1 or Severity 2 service level issues, JOBPROGRESS may terminate this Agreement by giving Customer written notice to such effect and refunding to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available; provided, however, if the Software is the subject of a “Severity 1” or “Severity 2” service level issue (as defined on Exhibit C hereto), then if such defect is not remedied within five days of JOBPROGRESS learning of such defect, the Customer shall have the right to terminate this Agreement by giving JOBPROGRESS written notice to such effect and JOBPROGRESS will refund to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available.
Support Desk. Our customer support team who provide 1st and 2nd line support services and to whom all Support Requests must be raised using the contact details Premium (default) 24/7 Upgrade Support provided to you and your Users between: ▪ 08:30 to 18:00 EST Monday to Friday (excluding US bank and public holidays) for North American customers. ▪ 08:30 to 18:00 GMT/BST (as applicable) Monday to Friday (excluding UK bank and public holidays) for rest of the world customers. Support provided to you and your Users 24 hours a day, 7 days a week (including UK/US bank and public holidays as applicable). Note: outside of the Premium Support Hours, 24/7 Support is available via telephone only. provided from time to time.
Support Desk. During the Subscription Period, one or more Customer's designated and agreed between Customer and Planon Customer application manager (each a “Customer Application Manager”) is granted access to technical support as set forth in this article and all Named Users are granted access to Planon’s online interactive support environment. A Customer Application Manager may report a request or issue related to Planon SaaS Services in production environment as provided in article 3.5 below. Such request or issue, will be provided by the Customer Application Manager with a clear description thereof, a Customer request number and urgency level (together “Incident”) to the Planon support desk (“Support Desk”), either: a) by phone, b) by email, or c) via the Planon website as further detailed in the most current version of the Planon Support Handbook. Customer will receive a corresponding Planon incident number and an indication of when the feedback can be expected.
Support Desk. 3.1 The Supplier’s support desk exists to provide a channel for the Customer to log and resolve incidents relating to the Package
3.2 The Supplier’s support desk shall provide functional support including the following processes:
a) Logging incidents into the Supplier’s support call database. For the Supplier to resolve the Customer’s issue, the Customer must provide as much relevant information as possible about the issue.
b) Generating unique reference numbers for each new incident.
c) Agreeing the severity of the incident with the Customer and agreeing the priority of the issue’s resolution.
d) Reviewing the status of logs to ensure the correct priority is assigned.
e) Acknowledging the receipt of all e-calls and provide daily updates on critical issues.
f) Escalating the incident to other relevant departments within the Supplier’s team, where required.
g) Reporting on support logs at a frequency agreed with the Customer. The detail and nature of such support will be agreed with the Customer.
h) Providing interactive support / remote access support (with the permission of the Customer), where required.
3.3 If it appears that the Customer’s staff require training on specific modules or technical areas, the support desk will liaise with the Customer.
3.4 Where possible, the Supplier recommends that the Supplier’s support desk is given permission for remote access to the Taranto Android software.
3.5 An incident can be logged via:
a) the online web portal;
Support Desk. ATSI shall maintain a designated call-in desk from 9:00 a.m. to 5:00 p.m. eastern standard time to respond to requests for assistance from Global and other users of the Booking Engine. Notwithstanding the foregoing, in the event that the provisions of Section 7.2 apply, ATSI shall respond within four hours.
Support Desk. Customer will be entitled to receive support 7 days a week from 7 AM and 7:00 PM (“Support Hours”) Central Time for Level 1 issues. Customer will be entitled to receive support for all other issues between 8 AM – 5 PM Central Time (“Business Hours”), Monday – Friday except for any NYSE holidays (“Business Days”). Response time commitments, communication update intervals, and priority level definitions for each issue type are defined in the table below. Priority Level Priority Level Description Initial Response Commitment Update Commitment, unless otherwise agreed by the parties Level 1 System is impaired and users cannot access Application Services due to Blaze caused issue and no acceptable workaround exists. 1 Support Hour Every 2 Elapsed Support Hours Level 2 Users can access Application Services, but a data integrity issue exists or functionality is working at degraded capacity and no acceptable workaround exists 4 Business Hours Every 4 Elapsed Business Hours Level 3 Users can access Application Services, but a minor piece of functionality is not performing or where a workaround exists to an issues that would otherwise be Xxxxx 0 or Level 2. 1 Business Day Every 5 Business Days Level 4 Anything that does not meet the definitions of Level 1-3 above. 5 Business Days As appropriate
Support Desk. For problems with your website and to follow up on your support tickets please contact xxxxxxx@xxxxxxxxxxxxx.xxx
Support Desk. Our customer support team who provide 1st and 2nd line support services and to whom all Support Requests must be raised using the contact details provided from time to time.
