Support Incidents Sample Clauses
The 'Support Incidents' clause defines the terms under which a party can request and receive technical or customer support for a product or service. It typically outlines what constitutes a support incident, how incidents should be reported, and any limitations on the number or type of incidents covered under the agreement. For example, it may specify that only certain issues are eligible for support or that a set number of incidents are included per year. This clause ensures both parties have a clear understanding of the support process, helping to manage expectations and prevent disputes over the scope and availability of support services.
Support Incidents. A single support incident may involve several e-mails and off-line work in order to be resolved. You agree to provide BALKAN App with detailed information about the issue encountered and cooperate with BALKAN App's requests for additional information as they attempt to resolve the issue. BALKAN App support engineers will make reasonable efforts to resolve your support issues; however, BALKAN App does not guarantee that all support issues will be resolved. Bug reports and product feature suggestions are not considered support incidents, and BALKAN App is not obligated to acknowledge or address such bug reports and/or product feature suggestions.
Support Incidents. 5.1. Participating Institution shall report all issues via Salesforce, through the creation of a Salesforce Case (a "Support Case"). Level I and II issues, as described in 5.2 below, should also be reported to ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.
5.2. Ex Libris Response to Support Cases: Respon se Level Description Initial Response I ▪ The SaaS Service is not available 1 hour II ▪ An inoperable production module 2 hours III ▪ Other production performance related issues, typically a module feature working incorrectly 1 business day IV ▪ Non-performance related incidents, including: general questions, requests for information, documentation questions, enhancement requests 2 business days DocuSign Envelope ID: FD258E1D-4866-445B-B2A0-411F1F172E10
5.3. Updates relating to Support Cases All incidents of Downtime which are known by Ex Libris are reported by Ex Libris to Participating Institution and available for Participating Institution to view via a designated link on the Participating Institution Portal ( "Downtime Status Page"). In the event of Downtime, Ex Libris shall update the Downtime Status Page on an hourly basis until resolution of such Downtime event. All incidents of Downtime which are known by Ex Libris and which affect only Participating Institution will be communicated via a support case or by email.
Support Incidents. An Incident will be raised by the Supplier in the following situations, and in any of these situations the Service Levels in section 9 apply once the Supplier becomes aware of the situation:
(a) data discrepancy in the Backed Up Data;
(b) Customer inability to access the Data;
(c) ransomware attack;
Support Incidents. 5.1. Customer shall report all issues via Salesforce, through the creation of a Salesforce Case (a "Support Case"). Level I and II issues, as described in 5.2 below, should also be reported to 24X7hub@Ex ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.
5.2. Ex Libris Response to Support Cases: Response Level Description Initial Response I ▪ The SaaS Service is not available 1 hour II ▪ An inoperable production module 2 hours III ▪ Other production performance related issues, typically a module feature working incorrectly 1 business day IV ▪ Non-performance related incidents, including: general questions, requests for information, documentation questions, enhancement requests 2 business days
5.3. Updates relating to Support Cases All incidents of Downtime which are known by Ex Libris are reported by Ex Libris to Customer and available for Customer to view via a designated link on the Customer Portal ("Downtime Status Page"). In the event of Downtime, Ex Libris shall update the Downtime Status Page on an hourly basis until resolution of such Downtime event. All incidents of Downtime which are known by Ex Libris and which affect only Customer will be communicated via a support case or by email.
Support Incidents. Customer may open a new support incident for an issue with the Perceptiv Platform by calling RRX’s telephone support phone number or emailing the technical support team (a “Support Incident”). Support assistance may be delivered by telephone, email, and/or remote assistance via a web meeting. Initial responses to Support Incidents may or may not resolve the Support Incident. RRX will keep Customer’s designated contact person updated as to the status of the Support Incident until the issue is resolved. RRX shall have no obligation to provide support or to resolve Support Incidents caused by acts or omissions of Customer or its third-party providers or caused by reasons outside of RRX’s reasonable control.
Support Incidents. During the Term, Subscriber shall report problems to Sectigo by telephone at Sectigo’s designated support telephone number, email address, or website form, and shall furnish a full description of the problem. Subscriber shall, upon Sectigo’s request, also provide written problem descriptions and supporting technical information as required by Sectigo. Support Incidents submitted via email will be answered via email. Upon receipt of all necessary information, the Support Incident shall be classified by Sectigo into one of the four categories described in Table A. Sectigo shall respond to Support Incidents in accordance with the Priority Level assigned by Sectigo. Table B sets forth the targeted time for Sectigo to provide actions for each Support Incident based upon the Priority Level assigned to the Support Incident, as measured from receipt of the Support Incident from Subscriber to the target resolution, respectively. For a Support Incident classified as Low Priority, the Support Incident will be resolved by providing an answer to the question regarding the use or operation of SCM. For Support Incident classified as L1 Critical Priority, L2 High Priority, or L3 Medium Priority, Sectigo shall attempt to provide a bug fix or workaround as per the Performance Standards. A Support Incident may require the involvement of several Designated Contacts or a direct one to one interaction with a single technician. Response Times and target resolutions exclude code fixes, customized configuration, and product enhancements, and may include workaround solutions based on the type of Support Incident and Priority Level. Subscriber acknowledges that the target resolution of a Support Incident may vary depending on the nature and seriousness of the Support Incident, and that no guarantee is made by Sectigo as to the time within which such resolution will be completed. Sectigo may choose to defer resolution of Support Incidents until release of the next major or minor update of the Sectigo product or service.
Support Incidents. Where the Customer has purchased additional support via way of Support Incidents, Sitemorse will endeavour to provide details as to the root cause of a reported diagnostic. The Customer may need to provide specific details or further information as and when requested in order to enable Sitemorse to effectively solve Support Incidents. If this information is not provided in a timely manner then the Incident may be closed. Unless otherwise agreed in writing, the maximum investigation time for a Support Incident is 1 working day.
Support Incidents