Support Request. For the purposes of this agreement, a "Support Request" is generally defined as a request for support to fix a bug in an existing released version of IRONSCALES’ product or a request for support that involves functionality of the stated product.
Support Request. For the purposes of this Agreement, a Support Request is generally defined as a request for support regarding an existing feature of the software, to fix a defect in existing application code, or to request support that involves Customer-specific modifications to application code.
Support Request. Any Support Request received by the Service Provider through Wrike shall be deemed to have been duly submitted, authorized, validated and approved. The Service Provider shall be under no obligation to provide a Response to any Support Request that is not submitted through the Wrike. The Service Provider will provide support only via the Wrike during the hours of 8:00AM to 6:00PM between Monday and Thursday, and 9:00AM to 1:00PM Friday Eastern Standard Time, excluding evenings, weekends and Canadian public holidays (“Business Hours”). The provisions of this SLA do not apply to any Support Request made outside of the prescribed Business Hours.
Support Request. All Broker requests for support (each, a “Support Request”) will be made by an Authorized Contact via telephone (000-000-0000) or email (xxxxxxx@xxxxxxxxxxxxxx.xxx). Such contact number and email will be referred to herein as a “Contact Point” and may be changed upon notice to Broker.
Support Request. A Support Request is generally defined as a request for support to fix a defect in existing HealthLink Services or a request for information or service such as a question or request for password reset.
Support Request. For the purposes of this agreement, a Support Request is generally defined as a request for support to fix downtime, inaccessibility, or other deficiencies in existing infrastructure configuration and availability. There are three available levels of support; Level 3 is provided with and governed by this agreement. These levels are integrated into the Client’s support process. These levels are defined as follows: • Level 1 - This is support provided by the Client’s internal help desk when it receives a Support Request from a client end user. If this level of support cannot resolve the problem, the Support Request is passed to the Client’s Level 2 support. • Level 2 - This is support provided by the Client’s infrastructure support or subject matter specialist. Operational issues will be resolved at this level. If resolution requires additional assistance, the Support Request is passed to MCCi’s Level 3 support. • Level 3 - This is support provided by an MCCi Support Representative. This level of remote support includes point release version updates and application of available bug fixes, if required to resolve the problem. All Level 3 contact/ticket reporting is handled by the Client’s Level 2 support contact. The following characteristics are used to identify the severity of a problem report: • Business and financial exposure • Work outage • Number of clients affected • Workaround • Acceptable response time A problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The Level 1 support agent and the Client jointly determine the initial severity rating for the report. Level 2 and Level 3 support personnel may then negotiate with the Client to modify this severity after the report is elevated to them. The application failure creates a serious business and financial exposure. The application failure creates a serious business and financial exposure. The application failure creates a low business and financial exposure. The application failure creates a minimal business and financial exposure. The application failure causes the Client to be unable to work or perform The application failure causes the Client to be unable to work or perform The application failure causes the Client to be unable to perform some duties, but still The application failure causes The Client to be unable to perform a minor some significant portion of their job. some significant portion of their job. com...
Support Request. Each technical support request from the Reseller shall include the following information:
Support Request. A request from the Customer for information, advice, support or documentation;
Support Request. For the purpose of this agreement, a "Support Request" is generally defined as a request for support to (1) fix a defect in an existing component of system, (2) modify or enhance existing system , or (3) provide instructions or training on using the system. Any request that requires modifications to existing system will be subject to a change request process mutually agreed to by both Parties. Support Request is initiated through MyCLSS Website or by phone to ACLS or SGB offices.
