Support Process. You must report Your Product problems directly to Our designated Support organization and provide the following information: • the Grant Number; • the location of the Product; • a detailed description of the problem; • a description of the hardware on which the Software is loaded, including any serial number or service tag number where applicable; • the names and versions of any operating systems, networks, and software running with the Software, including patches and fixes; and • technical contact information (including name, phone number and email address). We may request that You take certain actions to determine whether the problem or error is related to the Product, or other item. You must reasonably cooperate with Us during this process.
Support Process. A. Prioritization. Four Js agrees to use the customer problem Prioritization Method (listed above in Definitions) for classifying customer reported problems that result in Problem Resolution Requests, and for responding to and resolving individual Problem Resolution Requests according to the Service Level Objectives (response, status, resolution times) described below. The customer may reasonably set the problem priority using the definitions in this Agreement.
Support Process a. When Licensee requires technical support, a CSC support member will open a service ticket, document the nature of the issue, assist the Licensee in collecting logs, screen captures and documenting the sequence of events or steps resulting in the issue to initiate troubleshooting and engage the necessary support resources.
b. A strict “one issue per ticket” policy is enforced. This allows the CSC Agility Platform Support Team to work multiple issues simultaneously with the Licensee, ensuring each request or issue is handled appropriately and documented correctly.
Support Process a. The support process starts when the Client has submitted a support request and RapidDeploy has opened a new a service ticket. All support actions, metrics and escalations will be linked and recorded against by the service ticket.
b. Once a service ticket has been assigned, Tier 1 support will review the support request and assign the appropriate Severity, service level criteria and request type. If the request type is either a bug requiring technical assistance or a new feature request, the service ticket is passed to the development management team for assessment, prioritization and scheduling as part of the development delivery process.
c. If the service ticket is for either a non-technical bug or general support request, the service ticket is then assigned to Tier 1 support for resolution. At this point the ticket will be subject to SLA timelines for initial response and updates. RapidDeploy will escalate beyond Tier 1 support as needed in order to resolve the incident in a timely manner.
d. During assessment of and on completion / resolution of the service ticket, the Client will be provided with a resolution progress and feedback pertaining to their request.
e. Training on the support process and usage of RapidDeploy support tools will be provided during Client onboarding.
Support Process. After submission in the Support Portal, Mendix will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Mendix determines the root cause of the incident is the App Platform, Mendix will resolve the issue according to the assigned priority, as defined under section 1.7 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the App Platform, but e.g. the (model of the) Mendix Application), Mendix shall inform Customer of such fact and Mendix will have no obligation to resolve such issue. However, in such case however Mendix shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Mendix Expert Services. Mendix will seek Customer’s written approval and agreement to pay any related fees before performing such services.
Support Process. ISONAS requires that Client purchase an annual or one-time support contract. ISONAS will request that Client designate up to three (3) Client support representatives (“Client Designated Representatives”) who will be authorized to contact ISONAS’ Customer Support for support requests. The SA is the main point of coordination for all support requests and is the first point of contact in the event that a Client Designated Representative needs assistance with the Software or Hosting Services. Client shall establish and maintain the organization and processes to provide “First Line Support” for the Software directly to end users. First Line Support shall include but not be limited to (a) a direct response to end users with respect to inquiries concerning the functionality or operation of the Software, (b) a direct response to end users with respect to problems with the Software, (c) a diagnosis of problems or deficiencies of the Software and (d) a resolution of problems or deficiencies of the Software. ISONAS shall establish and maintain the organization and processes to provide “Second Line Support” for the Software to Client. If after commercially reasonable efforts Client is unable to diagnose or resolve problems or deficiencies of the Software, Client shall contact ISONAS’ SA (or other ISONAS support representative if SA is not available) for Second Line Support and ISONAS shall provide support for the Software in accordance with the terms herein. Second Line Support shall be provided to up to three (3) Client Designated Representatives . ISONAS shall provide Second Line Support directly only to these Client Designated Representatives. Second Line Support shall include but not be limited to (i) a diagnosis of Problems and (ii) a resolution of Problems.
Support Process a. Harmonic’s obligation to provide Support under this SLA does not include support services for any Excluded Issues (defined below).
b. Customer will cooperate with Harmonic and provide reasonably detailed information requested by Harmonic for each Issue submitted in order to facilitate the provision of Support services.
Support Process. After submission in the Support Portal, Brainial will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Brainial determines the root cause of the incident in the Software, Brainial will resolve the issue according to the assigned priority, as defined under section 1.7 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the Software, but e.g. an external system or source that connects with the Brainial API), Brainial shall inform Customer of such fact and Brainial will have no obligation to resolve such issue. However, in such cases Brainial shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Brainial Consultancy Services. Brainial will seek Customer’s written approval and agreement to pay any related fees before performing such consultancy services.
Support Process the Customer shall report the Software problems to the EnovaPoint support team using the support request page on xxxx://xxx.xxxxxxxxxx.xxx/support/ or by email xxxxxxx@xxxxxxxxxx.xxx, and be prepared to provide EnovaPoint with (i) a detailed description of the problem; (ii) detailed description of the environment running the Software. EnovaPoint may request that the Customer takes certain actions to determine whether the problem or error is related to the Software or another item. The Customer shall reasonably cooperate with EnovaPoint during this process.
Support Process. After submission in the Support Portal, Standuply will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Standuply determines the root cause of the incident is the App Platform, Standuply will resolve the issue according to the assigned priority, as defined under section
