Support Details. Computer security incidents always qualify for Off-Hours critical incident response.
Support Details. Critical incident response requires a phone call to the Service Desk (630-840-2345). Users cannot initiate critical incident response with the current Remedy tool interface. The requestor or proxy should be available for consultation after reporting an incident or submitting a request, and will provide their preferred contact information in the service ticket or phone call to facilitate response by the Service Desk and the service support group involved. If the requestor or proxy is not available, then the assigned service provider may not be able to query important information or coordinate computer access in order to restore service or fulfil a request in a timely fashion. If a service provider is waiting to contact a requestor or proxy, the associated Remedy ticket is put into the “pending” state, and time spent in “pending” is not counted against Response or Resolution time targets.
Support Details. 4.1 Questionmark will provide support services in English (unless otherwise specified on the Order) to Designated Contacts. Questionmark will provide Designated Contacts access to product and technical support information, online knowledge bases, manuals, best practice guides, white papers and news feeds. Service Name Description Provision OnDemand Service Support Maintenance of the OnDemand Service 24 x 7 to maintain uptime. Maintenance of the OnDemand Service does not consume support hours. Provided by Questionmark and/or its sub-contractors 24 x 7. 1st Line Technical Support Assistance by phone and email to Designated Contacts to resolve technical issues that might result in resetting servers, keeping people informed of server status, and answer questions where the answers could be found in the Questionmark manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 2nd Line Technical Support Assistance by phone and email to Designated Contacts to answer questions and provide workarounds where answers could not be found in the manuals or knowledge base items. Provided by Questionmark during Working Hours as standard and 24 x 7 for an additional fee. 3rd Line Technical Support Resolve software issues with the OnDemand Service in a manner that does not consume support hours. Provided by Questionmark and included as standard. Chat Technical Support Assistance to Designated Contacts using 24 x 7 browser text chat sessions and VoIP to help resolve issues. Provided by Questionmark and included as standard. Participant Support Assistance by phone, email, chat sessions, etc. to the Participant to assist them to use any part of the Service. This is NOT a service currently provided by Questionmark for the OnDemand Service, and is the responsibility of Customer. Support provided for online proctoring and record and review proctoring is described at xxxxx://xxx.xxxxxxxxxxxx.xxx/go/od- opss and xxxxx://xxx.xxxxxxxxxxxx.xxx/go/od- rrss. Xxxxxxx/Invigilator Support Assistance by phone, email, chat sessions, etc. to xxxxxxx/invigilators to assist them with the proctoring/invigilation process including but not limited to the use of the Service. This service is available from Questionmark for an additional fee. Consulting Support Assistance with template creation and modification to change look-and-feel of assessment, assessment content import, content transformations, custom development, support of custom ...
Support Details. Support includes critical incidents. That is, the incident MUST affect a large number of users (>10) and there is no acceptable workaround for the solution. The workflow for off- hours support is as follows:
1. EOSA personnel take call from user and gather as much detail as possible
2. EOSA personnel will contact DeskTech if they deem the incident as critical and the fault is within the scope of the SLA.
3. DeskTech will determine the best course of action to quickly restore the affected services. This may require contact (phone) with the user who reported the problem.
4. If the incident falls outside of the scope of this SLA, DeskTech will contact the EOSA personnel, provide the results of his/her findings, and have the ticket re- assigned as appropriate, on the next business day.
Support Details. Solectron users and suppliers may contact the CAC via telephone, fax and email. They will reach a dedicated desk in one of the center’s three locations, supporting the following activities:
Support Details. Support includes critical incidents. That is, the incident MUST affect a large number of users (>10) and there is no acceptable workaround for the solution. The workflow for off-hours support is as follows:
i. EOSA personnel take call from user and gather as much detail as possible ii. EOSA personnel will contact DTS if they deem the incident as critical and the fault is within the scope of the SLA.
iii. DTS will determine the best course of action to quickly restore the affected services. This may require contact (phone) with the user who reported the problem.
iv. If the incident falls outside of the scope of this SLA, DTS will contact the EOSA personnel, provide the results of his/her findings, and have the ticket re-assigned as appropriate, on the next business day.
v. EOSA will contact the originator of the incident (user) and update them on the situation.
