Support Overview Clause Samples
The "Support Overview" clause defines the scope and nature of support services provided under the agreement. It typically outlines what types of assistance are available, such as technical help, troubleshooting, or customer service, and may specify the channels (like phone, email, or online portal) and hours during which support is accessible. By clearly delineating the support offerings, this clause ensures that both parties have a mutual understanding of the support expectations and helps prevent disputes regarding the level or availability of assistance.
Support Overview. The Demandware support model follows a 3-tier industry best practice to effectively handle inquiries at all levels. The table below outlines the support structure and escalation flow to address simple end user inquires to more complex technical issues requiring Demandware expertise. Level Support Group Description Level 1 Customer Service Customer Service is the initial contact point which all end users of the site log their issues or questions. The function of this support level is to provide the primary communication channel for end-users as well as lo provide basic inquiry handling. Customer Service personnel isolate eCommerce platform issues from other types of user inquiries and escalate them onto the Solution Support team. Responsibility: Customer or designated 3rd party. Level 2 Solution Support The Solution Support team is responsible for all inquires and issue resolution related lo the custom application deployed on the Demandware platform. This team is staffed by Demandware trained personnel and is typically provided by the same organization which was responsible for the deployment. This could be the customer’s internal IT staff, a Demandware certified partner, or directly by Demandware for a fee. This group is authorized to engage Demandware Product Support team for additional assistance in resolving product related issues. Responsibility: Customer or designated 3rd party; or Demandware if Solution Support option is contracted. Level 3 Product Support Product Support is provided by Demandware to authorized, designated contacts trained or certified on our products. The Product Support team has ultimate responsibility for problem resolution of the Demandware platform and manages all technical escalation into Demandware engineering via support processes. Responsibility: Demandware.
Support Overview. 2.1. The following statements address primary operating requirements SCS shall provide to the Customer:
2.1.1. SCS will provide warehouse and inventory management (the "Services") for the Customer's Goods (the "Goods") at the Facility. The Services performed hereunder are to support inventory management, distribution, and returns processing for the Goods distributed by ▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.
2.1.2. SCS will assign account management personnel, which will serve as Customer's main day-to-day contact, to coordinate overall program implementation, training and on-going operations.
2.2. Unless otherwise noted within this SOW, Goods will be stored in ambient warehouse temperatures.
2.3. The Facility will be a non-food grade facility. SCS will not store or handle any food products under this SOW.
Support Overview. This plan provides on-demand support services for a flat monthly fee. Client’s employees get direct access to the CNS Service Desk.
Support Overview. Fuse is committed to providing responsive and effective support to ensure the smooth operation of your services. Our support team is available during Standard Support Hours: 24/5, from 1:00am on Monday to 1:00am on Saturday SAST (South Africa Standard Time), excluding International Public Holidays. During these hours, our dedicated support agents are ready to assist with any issues, questions, or requests you may have. Support is provided through the following channels: ● Support Portal: Access our support services via our portal at ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇, where you can log issues, track ticket status, view the Fuse knowledge base and ask questions via Live Chat ● Email: You can email ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ to contact our Support Team. Each email generates a ticket that will be tracked under our SLA commitment. ● Phone: Telephone support is operated during Standard Support Hours. We provide phone numbers for multiple countries in each global region. Phone numbers are listed on our support portal, allowing direct access to our Support team. ● Live Chat: Available during Standard Support Hours for general questions and guidance only.
Support Overview. The following table provides an overview of the three support levels. SERVICE OVERVIEW SUPPORT LEVEL Global Support 24x7 ✓ ✓ ✓ Access to Riverbed Support Site ✓ ✓ ✓ Software Updates & Upgrades ✓ ✓ ✓ RCPE Foundations and Associate Videos & Resources ✓ ✓ ✓ Faster P2 & P3 Initial Response Targets* ✓ ✓ Faster RMA Hardware Replacement** ✓ ✓ (including onsite) Enhanced Support Program*** ✓
Support Overview. The Customer shall designate on the Subscription Form, via subsequent support case, or in the Immuta Community website, one primary and one secondary Customer contact who are capable and authorized to perform necessary diagnostic steps at Immuta’s instruction and to provide diagnostic information to Immuta. Customer must ensure such contacts are trained in the use of the Software and have skills similar to the staff provided by Immuta as indicated below. Support Level Entitlements may allow for additional Customer staff in this contact role.