Support Request Process Sample Clauses

Support Request Process. (a) In order to initiate the support process, the client is required to notify System Innovators Client Services of a support request by: (i) phoning support, by sending an email, or by opening a Ticket in the Client Services Ticket Portal (xxxxx://xxxxxxx.xxxxxxxxxxxxxxxx.xxx). (ii) In all case the client will receive a ticket reference number for tracking the progress of the support request. (b) All client support requests must include at a minimum: organization name, contact person, software product and version, module and/or menu selection, nature of issue, detailed description of the question or issue and any other information believed to be pertinent. (c) Tickets created via the Client Services Ticketing Portal will be issued a ticket number upon creation. (d) Phoned or emailed requests will be logged into support tracking system by a support analyst. The client will receive a ticket number for issue tracking and can be monitored, updated, or closed via the Client Services Ticketing Portal (e) The ticket will be placed to a ticket queue. It will be actioned by the next available support analyst based on the Ticket Severity Level and Ticket Age. (i) System Innovators encourages a Customer to contact Client Services by phone for Urgent / Severity 1 issues. (f) While the support analyst investigates the issue, the client may be contacted for additional information, advised of issue status, or to perform a course of action for resolution. (g) In the event the support request uncovers a product Defect, the support analyst will log the issue in System Innovators Development Tracking System. A secondary tracking number called a “Defect Number” will be created and linked to the support request. The ticket will be placed in a deferred state until the defect has resolved as part a future software maintenance release. The resolution is dependent on the nature and complexity of the defect. (h) Should the support request uncover new product Feature or Functionality, the support analyst will log the issue in System Innovators Development Tracking System. A “Change Request Number” will be created and linked to the support request. The ticket will be placed in a deferred state until the iNovah Product Team makes decision to move forward with the new feature or functionality. Clients may be charged for new feature or functionality requests; this requires written authorization from the client through a mutually executed agreement or Client issued Purchase Order. (i) T...
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Related to Support Request Process

  • Bona Fide Request/New Business Request Process for Further Unbundling 6.1 BellSouth shall, upon request of <<customer_name>>, provide to <<customer_name>> access to its network elements at any technically feasible point for the provision of <<customer_name>>'s telecommunications service where such access is necessary and failure to provide access would impair the ability of <<customer_name>> to provide services that it seeks to offer. Any request by <<customer_name>> for access to a network element, interconnection option, or for the provisioning of any service or product that is not already available shall be treated as a Bona Fide Request/New Business Request (BFR/NBR), and shall be submitted to BellSouth pursuant to the BFR/NBR process. 6.2 <<customer_name>> shall submit any BFR/NBR in writing to <<customer_name>>’s Account Manager. The BFR/NBR shall specifically identify the requested service date, technical requirements, space requirements and/or such specifications that clearly define the request such that BellSouth has sufficient information to analyze and prepare a response. The BFR/NBR also shall include <<customer_name>>’s designation of the request as being (i) pursuant to the Telecommunications Act of 1996 or (ii) pursuant to the needs of the business.

  • Payment Process Subject to the terms and conditions established by the Agreement, the pricing per deliverable established by the Grant Work Plan, and the billing procedures established by Department, Department agrees to pay Grantee for services rendered in accordance with Section 215.422, Florida Statutes (F.S.).

  • Request Procedure The employee shall furnish evidence to the immediate supervisor that leave taken in accordance with the provisions of this section is in connection with family illness. The employee shall notify the immediate supervisor of any of the circumstances necessitating the leave change.

  • Approval Process Tenant shall notify Landlord whether it approves of the submitted working drawings within three business days after Landlord’s submission thereof. If Tenant disapproves of such working drawings, then Tenant shall notify Landlord thereof specifying in reasonable detail the reasons for such disapproval, in which case Landlord shall, within five business days after such notice, revise such working drawings in accordance with Tenant’s objections and submit the revised working drawings to Tenant for its review and approval. Tenant shall notify Landlord in writing whether it approves of the resubmitted working drawings within one business day after its receipt thereof. This process shall be repeated until the working drawings have been finally approved by Landlord and Tenant. If Tenant fails to notify Landlord that it disapproves of the initial working drawings within three business days (or, in the case of resubmitted working drawings, within one business day) after the submission thereof, then Tenant shall be deemed to have approved the working drawings in question. Any delay caused by Tenant’s unreasonable withholding of its consent or delay in giving its written approval as to such working drawings shall constitute a Tenant Delay Day (defined below). If the working drawings are not fully approved (or deemed approved) by both Landlord and Tenant by the 15th business day after the delivery of the initial draft thereof to Tenant, then each day after such time period that such working drawings are not fully approved (or deemed approved) by both Landlord and Tenant shall constitute a Tenant Delay Day.

  • Payment Request The Contractor shall ensure a payment request includes documentation appropriate to the type of payment request in accordance with the payment clause, contract financing clause, or Federal Acquisition Regulation 52.216-7, Allowable Cost and Payment, as applicable.

  • Completion of Requests (a) A Request for a Loan will not be regarded as having been duly completed unless: (i) it identifies the Facility under which the Loan is to be made; (ii) it identifies the Borrower; (iii) the Utilisation Date is a Business Day falling within the Availability Period applicable to the relevant Facility; (iv) the amount of the Loan requested is: (A) a minimum of US$10,000,000 and an integral multiple of US$1,000,000; (B) the maximum undrawn amount available under the relevant Facility on the proposed Utilisation Date; or (C) such other amount as the Facility Agent may agree; (v) the proposed Term complies with this Agreement; and (vi) the proposed currency complies with this Agreement. (b) Only one Loan may be requested in a Request.

  • Data Subject Requests To the extent legally permitted, Okta shall promptly notify Customer if Okta receives a request from a Data Subject to exercise the Data Subject's right of access, right to rectification, restriction of Processing, erasure (“right to be forgotten”), data portability, object to the Processing, or its right not to be subject to an automated individual decision making (“Data Subject Request”). Factoring into account the nature of the Processing, Okta shall assist Customer by appropriate organizational and technical measures, insofar as this is possible, for the fulfilment of Customer’s obligation to respond to a Data Subject Request under Data Protection Laws and Regulations. In addition, to the extent Customer, in its use of the Service, does not have the ability to address a Data Subject Request, Okta shall, upon Customer’s request, provide commercially- reasonable efforts to assist Customer in responding to such Data Subject Request, to the extent that Okta is legally authorized to do so, and the response to such Data Subject Request is required under Data Protection Laws and Regulations. To the extent legally permitted, Customer shall be responsible for any costs arising from Okta’s provision of such assistance.

  • Draw Request At such time as the Borrower shall desire to obtain, subject to the other requirements hereof, a disbursement of any portion of the proceeds of the Loan, the Borrower shall complete, execute and deliver to the City a properly completed draw request in a form designated by the City, together with the General Contractor's Payment Request which shall have been approved by the City's Inspector and by such other documents as the City may request ("Draw Request"), all in such form as the City may require from time to time. No failure or delay on the part of the City to require any such documents or information shall operate in any way so as to waive the City's rights to require all such documents and information at a later time. Draw requests will occur no more often than monthly, only with proper certification of completion from the Architect, and with the xxxxx 0% retainage being paid only after receipt of a Certificate of Occupancy and Release of Liens. All draw disbursements shall be made in accordance with the Escrow and Disbursing Agreement.

  • Acceptance Process All deliverables must be received and accepted in writing by Department’s Grant Manager before payment. The Grantee shall work diligently to correct all deficiencies in the deliverable that remain outstanding, within a reasonable time at Grantee’s expense. If Department’s Grant Manager does not accept the deliverables within 30 days of receipt, they will be deemed rejected.

  • Payment Requests Review applications for payment with Contractor for compliance with the established procedure for their submission and forward with recommendations to Engineer, noting particularly the relationship of the payment requested to the schedule of values, Work completed, and materials and equipment delivered at the Site but not incorporated in the Work.

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