Support Request Requirements. Client must comply with all of the following requirements as a condition to receiving Support Services:
2.10.1 Attempted Resolution by Administrative User(s). Client’s Administrative User(s) shall act as the first line of support to troubleshoot any Defects experienced by Applicants and Authorized Users. Only when an Administrative User cannot resolve the Defect should a Support Request be submitted to MMI. If a Defect is reported to MMI that an Administrative User, based on the initial training provided by MMI concurrent with setup of Client’s account to access the eSOPH Platform, should have been able to resolve without MMI’s assistance, MMI may refer such Defect back to Client’s Administrate User(s) for resolution.
2.10.2 Submission by Administrative User(s). All Support Requests must be submitted by and through one of the Administrative Users on Client’s most current Designation Form (Exhibit A). MMI is not required to respond to or resolve any Support Request that is submitted by a person other than a current Administrative User.
Support Request Requirements. Client must comply with all of the following requirements as a condition to receiving Support Services:
2.10.1 Attempted Resolution by Administrative User(s). Client’s Administrative User(s) shall act as the first line of support to troubleshoot any Defects experienced by Applicants and Authorized Users. Only
2.10.2 Submission by Administrative User(s). All Support Requests must be submitted by and through one of the Administrative Users on Client’s most current Designation Form (Exhibit A). MMI is not required to respond to or resolve any Support Request that is submitted by a person other than a current Administrative User.
Support Request Requirements. When submitting a support request, Customer must provide a description of the Issue and other relevant information that will assist Mirantis in solving the Issue, such as: ● System hardware (for the Software) and software configuration, including precise product version numbers and release configuration information; ● Symptoms of the problem, including end user impact; ● Steps taken to reproduce the problem; ● Conditions under which the problem can be reproduced; ● Any attempts at resolution or progress that has been made toward resolution; ● Any workarounds that exist to reduce the severity of the problem; ● The suspected root cause of the problem; ● Customer’s assessment of the impact caused by the Issue on Customer’s environment; and ● Customer’s diagnostics information (e.g. log files)
