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.
SUPPORT PROCEDURE. The Service Management Centre (SMC) is SEACOM ’s command centre for the provision of the services and management of the client data and voice network, including SDWAN.
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.
1. Support Hours. ProFinda will provide the Support Services during the hours from 9:00 a.m. until 5:00 p.m., local time, London, England, on Business Days. Support cases can be submitted outside of Support Hours. ProFinda recognizes that Customer’s business operates in multiple time zones and undertakes to use reasonable endeavours to resolve service issues as soon as is practical but in any event within the agreed Response Times once Support Hours next resume.
SUPPORT PROCEDURE. Upon receipt of a Support Request, Provider shall use commercially reasonable efforts to analyze the problem and, if possible, confirm the existence of an Error.
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.
(b) To raise a ticket with our Help Desk, please either logon to our support portal or send an e-mail explaining your issue, with screenshots and version numbers where possible to: xxxx@XxxxXxxxxxxXxxxx.xxx.
(c) To raise a ticket via our DataProtech support portal, logins must be requested from the DataProtech
SUPPORT PROCEDURE. 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.
SUPPORT PROCEDURE. 6.1. The Karantis360 helpdesk shall only be available during the Normal Support Hours. If contacted outside of normal working hours we will endeavour to respond within 60 minutes of the next working day.
6.2. Authorised staff of the Client (as notified and agreed in writing with Karantis360 from time to time) may contact the Karantis360 helpdesk during the Normal Support Hours by contacting Karantis360 in any of the following ways: E-mail: xxxxxxx@xxxxxxxx000.xxx; Telephone: 00000 000000 (Call back request)
6.3. Upon contacting the Karantis360 helpdesk, the Client (acting by its authorised staff) shall provide to Karantis360 a detailed description of any fault eligible for Support and the circumstances in which such fault arose to enable Karantis360 staff to sufficiently and accurately identify the same (“Support Request”).
6.4. The Client agrees and acknowledges that where there is an error or malfunction in the Supported Software, howsoever caused, its sole remedy in respect of the error or malfunction shall be Support in accordance with the terms of this Agreement.
SUPPORT PROCEDURE. 9.1. The Licensee undertakes:
(a) to report faults in the Software Product to the Licensor by means as advised by the Licensor from time to time which may include but not be limited to telephone calls, online logging and self help via the Licensor’s website or on a form of Software Product Query Note (“S.Q.N.”) made available to the Licensee by the Licensor; and
(b) to provide the Licensor with such assistance as the Licensor may reasonably require in order to replicate or otherwise investigate any fault reported (including without limitation the free provision of documentation and of free computing facilities at its premises).
9.2. The Licensor will during such times as are agreed provide to the Licensee (by telephone, letter, facsimile, other electronic transmission or otherwise as the Licensor in its absolute discretion considers appropriate) a service which:
(a) answers queries from an Authorised User concerning the Software Product;
(b) gives diagnosis and guidance on correction of faults to an Authorised User following the report of fault to Licensor;
(c) gives initial diagnosis of potentially serious faults in the Software Product reported by an Authorised User on a prior report; and
(d) provides a temporary fix for the Software Product if the Licensor in its discretion considers this appropriate.
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:
SUPPORT PROCEDURE. (a) To receive support for an issue, a ticket must be raised within our database, a ticket number received by you from HaloITSM, and all subsequent communications to reference this ticket number in accordance with the Support Procedure detailed below.
(b) To raise a ticket with our Help Desk, please e-mail your issue, with screenshots and version numbers where possible to: xxxxxxx@xxxxxxxx.xxx.
(c) To raise a ticket via our HaloITSM Customer Support portal, logins must be requested from the HaloITSM Support team. This portal access allows tracking of tickets progress also.
(d) You will receive a ticket number from our database, for you to track progress, and quote when contacting us.
(e) If no ticket number is received, please assume that HaloITSM are unaware of the issue.
(f) If your issue requires urgent assistance, please telephone our Support Team using details found on the HaloITSM contact details page of our website: xxxxxxxx.xxx/xxxxxxx-xx.
(g) In the unlikely event of no answer, please leave a voicemail when prompted, and our team will call you back.
(h) To track progress on a ticket, please ensure to update via the web portal, or e-mail with the original ticket number in the subject line as detailed in the Acknowledgement e-mail. Creating duplicate calls will only slow down progress on all tickets.
(i) For our team to remote in, please go to Help > Request Remote Assistance, or xxxxxxxx.xxx/xxxxxx, run the file and provide the ID number to your HaloITSM representative.
(j) For additional licences, support and upgrades renewal enquiries, additional professional service and other general enquiries, please telephone our Sales Team using details found on the HaloITSM contact details page of our website: xxxxxxxx.xxx/xxxxxxx-xx.
