Support Helpdesk. 2.1 The Licensor shall provide technical advice and assistance by telephone and/or via its support website, during the service hours set out in the Service Level Agreement.
Support Helpdesk. 4.1 FG will make available, during Business Hours, a telephone and email helpdesk facility for the purposes of:
4.1.1 assisting the Customer with the configuration and set up of the Service.
4.1.2 assisting the Customer with the proper use of the Service; and/or
4.1.3 determining the causes of errors and fixing errors in the Service.
4.2 The Customer must make all requests for Support Services through the helpdesk.
Support Helpdesk. 6.1. XxxxxxxXxxxx.xx operates an online helpdesk accessible via the xxxxxx.xxx platform itself. Customer shall be entitled to log support requests at any time. Support requests will receive immediate acknowledgement and the following priorities shall apply: Priority Description First Response Within Priority 1 (Critical) ● System down ● Integration with 3rd party systems is down showing no data being received to xxxxxx.xxx 4 hours Priority 2 (Medium) ● Non Critical functionality in xxxxxx.xxx down that is used daily 2 Business Days Priority 3 (Minor) ● New functionality requests and feedback ● Other non urgent functional defects ● Any other general account management queries 5 Business Days
6.2. To the extent that the following information is known, XxxxxxxXxxxx.xx shall include the following information in the First Response:
(a) The name of the XxxxxxxXxxxx.xx contact dealing with the support request
(b) An initial diagnosis
(c) An expected time to resolution and/or when the next update will be communicated.
6.3. XxxxxxxXxxxx.xx shall use commercially reasonable endeavours to fully resolve support requests in line with Priority as follows: Priority Estimated resolution time Priority 1 (Critical) Within 72 hours Priority 2 (Medium) Within 8 Business Days Priority 3 (Minor) ● All feedback will be collated and reviewed by XxxxxxxXxxxx.xx. ● At XxxxxxxXxxxx.xx's sole discretion, it may add requests to the Product roadmap for future monthly releases. The Customer will be informed via monthly release notes.
6.4. XxxxxxxXxxxx.xx shall include the following information within the Resolution Response:
(a) The name of the XxxxxxxXxxxx.xx contact dealing with the support request
(b) A confirmation of resolution
(c) A brief update on the cause of the issue and any remedial work required by XxxxxxxXxxxx.xx and/or the Customer and/or any third-party providers
Support Helpdesk. Customer must contact Bright Bear Technical Support to report Service Incidents. Bright Bear Technical Support will be available twenty-four (24) hours per day; seven (7) days per week; three hundred sixty-five days (365) days per year as follows: The Support/Helpdesk is staffed Monday through Friday 8:00 a.m. to 6:00 p.m. (PST). Support after such hours is available for Emergencies. When Client is in need of technical support or access to Bright Bear’s Support Team, the following methods should be used:
I. Ticket submission via xxx.xxxxxxxxxx.xxx/xxxx
II. Ticket submission via Client assigned Client Access Portal web address III. Calling the Bright Bear Offices and following the prompts at 949-988-7988 Bright Bear Technical Support provides support for network Monitoring, trouble ticket resolution, and fault isolation up to the termination point of Bright Bear Equipment. Bright Bear Technical Support will accept Incident support calls from any Customer representative. Requests for Service Changes or information are accepted from any Authorized Contact per conditions and procedures described elsewhere in this Service Agreement. Bright Bear will not perform any requested activity which may cause Service disruption or perform any Service Changes unless request is initiated by an Authorized Contact. Bright Bear reserves the right to delay response on support tickets opened by anyone other than the Authorized Contact. Communication between Customer and Bright Bear not initiated by an Authorized Contact will not be subject to SLA remedies. All communications with Customer will be in the English language. This feature is intended to support standard functionality of Bright Bear Services. Remote Support services are available via telephone and e-mail. When possible, Bright Bear will use the Remote Support feature to resolve Customer reported Incidents. Bright Bear shall be the sole party responsible for defining when Remote Support is not possible or feasible. Remote Support of Devices requires Telnet, SSH, or SNMP connectivity to the Device being supported. Remote Support of servers and desktops requires web browser and Internet connectivity to the Device being supported.
Support Helpdesk. 2.1 The Provider will make available, during Business Hours, an online helpdesk facility for the purposes of:
(a) assisting the Customer with the configuration and set up of the Services.
(b) assisting the Customer with the proper use of the Services; and/or
(c) determining the causes of errors and fixing errors in the Services.
2.2 Subject to paragraph 3.3, the Customer must make all requests for Support Services through the helpdesk, and all such requests must come via one of the named Customer Representatives.
2.3 Self-Service Support will also be available outside Business Hours.
Support Helpdesk
