SUPPORT PROCEDURE Sample Clauses

SUPPORT PROCEDURE. Operator shall maintain and operate in accordance with reasonable support and problem resolution procedures and guidelines for resolving problems relating to the collaboration hereunder and to users’ access to the Operator Wireless Site through the Handset Link (the “Support Procedures”). The Support Procedures will include at least (i) points of contact for incidents of varying severity; (ii) a commitment for internal escalation procedures for problem incidents; and (iii) notifications for scheduled downtime or modifications to the Operator Wireless Site.
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SUPPORT PROCEDURE. 1. The Service Management Centre (SMC) is SEACOM Managed Services (Pty) Ltd ’s command centre for the provision of the services and management of the client data and voice network, including SDWAN.
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SUPPORT PROCEDURE. Authorised Users may submit support cases via the “Help” tab within the Service itself, or by contacting their Customer Point of Contact. In either case if there is a product fault, the name and contact information of the Authorised User and details of the fault will be required to raise a support ticket. Actual resolution time will depend on the nature of the fault and the required resolution. A resolution may consist of a fix, workaround or other solution in ProFinda’s reasonable determination. The Customer Point of Contact may be required to approve the proposed resolution. In the event that the Service is unavailable, support cases may be submitted via the Customer Point of Contact or the Customer’s own information technology help desk if available.
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SUPPORT PROCEDURE. 9.1. The Licensee undertakes:
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SUPPORT PROCEDURE. (a) To receive support for an issue, a ticket must be raised within our support portal, a ticket number received by you from DataProtech, and all subsequent communications to reference this ticket number in accordance with the Support Procedure detailed below.
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SUPPORT PROCEDURE. 1. The Service Management Centre (SMC) isHymax SA (Pty) Ltd’s (HYMAX) command centre for the provision of the services and management of the client data and voice network, including SDWAN.
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SUPPORT PROCEDURE. On discovering a problem, the customer should ensure they have (or include in an email) the following information, which will be required by Xxxxxxxxx support to raise a new incident and assign it to the appropriate Support Consultant: • Company Name. • Contact Name. • Phone Number. • Fax Number. • Email address (where applicable). • Operating system and version; e.g. Windows 2000, NT 4, XP. • The Support version number • A short description of the problem including details of any error messages. • Command or action, which generated the problem. • Actions taken prior to the problem occurring. • Information about data or peripherals, which may be relevant (printer information). • Whether the pc or server is networked Upon receipt of a support request from Customer, the support consultant will first verify that the customer’s organization has a valid support contract for the product concerned and that the Customer has received the appropriate level of training for the product in question. The contact details will be verified on the Company’s Support Database and the incident details will be entered in the Call Logging System. A unique support reference number generated by the Technical Support Database will identify each incident. This incident number will be communicated to the customer by phone or email and should be noted by the customer for future reference, so that any support consultant can recall the history of an incident. Where the customer does not have a valid support contract for the product concerned, or in the event that the request is for software not defined within this agreement, interim support will be provided on a chargeable basis with a minimum fee of £400 for the first three hours then £125 per hour thereafter. In these instances the Customer will be advised that support cannot be provided beyond the current query, without a valid support contract. The customer will be given the option to renew maintenance cover to ensure that support and can be provided going forward. Any Support incident that cannot be resolved immediately at first point of contact will result in the Support Consultant sending a Technical Support form for the customer to complete, in order to gather the additional information required. The Support Consultant will continue to investigate the incident upon receipt of the Technical Support form and escalate the incident to obtain a resolution when necessary. The Customer will be informed of the receipt of a Technical Sup...
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Related to SUPPORT PROCEDURE

  • Payment Procedure (a) The Lead Securitization Note Holder, in accordance with the priorities set forth in Section 3 and subject to the terms of the Lead Securitization Servicing Agreement, will deposit or cause to be deposited all payments allocable to the Notes to the Collection Account or Companion Distribution Account pursuant to and in accordance with the Lead Securitization Servicing Agreement. The Lead Securitization Note Holder (or the Master Servicer acting on its behalf) shall (i) deposit such amounts to the applicable account within two (2) Business Days after receipt of properly identified and available funds by the Lead Securitization Note Holder (or the Master Servicer acting on its behalf) from or on behalf of the Mortgage Loan Borrower and (ii) remit from the applicable account (A) prior to the Securitization Date, within two Business Days of receipt of properly identified funds (unless otherwise specified pursuant to an interim servicing agreement) and (B) on or after the Securitization Date, (1) with respect to the Lead Securitization Note, the remittance date under the Lead Securitization Servicing Agreement for the Lead Securitization Note and (2) with respect to the Non-Lead Securitization Note, (x) prior to the Non-Lead Securitization, the remittance date under the Lead Securitization Servicing Agreement for the Lead Securitization Note and (y) on or after the Non-Lead Securitization, the earlier of the remittance date under the Lead Securitization Servicing Agreement and the business day immediately succeeding the “determination date” set forth in the Non-Lead Securitization Servicing Agreement for the Non-Lead Securitization Note, all payments received and allocable pursuant to this Agreement and the Lead Securitization Servicing Agreement with respect to the Non-Lead Securitization Note (net of amounts payable or reimbursable from such account) by wire transfer to accounts maintained by the applicable Note Holder.

  • General Procedure (a) At each Closing, and effective as of each Closing Date, each party shall deliver to the party entitled to receipt thereof the documents required to be delivered pursuant to Article VII and such other documents, instruments and materials (or complete and accurate copies thereof, where appropriate) as may be reasonably required in order to effectuate the intent and provisions of this Agreement, including the applicable Appendix D, and all such documents, instruments and materials shall be satisfactory in form and substance to counsel for the receiving party.

  • Appeal Procedure The Appeal will be deemed an appeal of the entire Arbitration Award. In conducting the Appeal, the Appeal Panel shall conduct a de novo review of all Claims described or otherwise set forth in the Arbitration Notice. Subject to the foregoing and all other provisions of this Paragraph 5, the Appeal Panel shall conduct the Appeal in a manner the Appeal Panel considers appropriate for a fair and expeditious disposition of the Appeal, may hold one or more hearings and permit oral argument, and may review all previous evidence and discovery, together with all briefs, pleadings and other documents filed with the Original Arbitrator (as well as any documents filed with the Appeal Panel pursuant to Paragraph 5.4(a) below). Notwithstanding the foregoing, in connection with the Appeal, the Appeal Panel shall not permit the parties to conduct any additional discovery or raise any new Claims to be arbitrated, shall not permit new witnesses or affidavits, and shall not base any of its findings or determinations on the Original Arbitrator’s findings or the Arbitration Award.

  • GRIEVANCE PROCEDURE 7.01 For purposes of this Agreement, a grievance is defined as a difference arising between the parties relating to the interpretation, application, administration or alleged violation of the Agreement including any question as to whether a matter is arbitrable.

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