Support Requests. 2.1 Troubleshooting
Support Requests. The University will classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The University Service Manager will notify Supplier of Support Requests by email, telephone or such other means as the parties may hereafter agree to in writing. Support Request Classification Description: Any Service Error Comprising or Causing any of the Following Events or Effects Critical Service Error • Issue affecting entire system or single critical production function; • System down or operating in materially degraded state; • Data integrity at risk; or • Declared a Critical Support Request by the University and confirmed by Supplier; High Service Error • Primary component failure that materially impairs its performance; or • Data entry or access is materially impaired on a limited basis. • User interface portions of the Services are not compliant with Section 11 of the Agreement. Medium Service Error • Services is operating with minor issues that can be addressed with an acceptable (as determined by the University) temporary work around. Low Service Error • Request for assistance, information, or services that are routine in nature.
Support Requests. The State of Iowa shall classify its requests for Error Corrections consistent with the descriptions below. Each such request shall be referred to herein as a “Support Request.” The State of Iowa shall notify Vendor of Support Requests via a Vendor-specified telephone number, email address, or other Vendor-provided mechanisms. All Vendor technical support personnel providing telephone support must do so in a manner such that the communication does not diminish the State of Iowa’s ability to effectively utilize the Application Services or negatively impact the satisfaction of the users with the Application Services. Such impacts could arise from technology issues such as delays or jitter in telecommunication lines, or the failure of the Vendor technical support personnel to provide support in standard American English with understandable accents or otherwise demonstrate sufficient language skills as reasonably determined by the State of Iowa.
Support Requests. If you identify any of Your Equipment that is not performing to its specifications, you must submit a support request via email only to xxxxxxx@xxxxxxxxxx.xx. Each request will be assigned a unique ticket number. All communication with regards to support request will be handled through Bolt’s ticketing system. • Repairs and Maintenance. Routine maintenance services, such as occasionally rebooting a miner, is included as part of the Base Fees. Non-routine maintenance and repair services, such as replacing the controller board on a miner or fans, is not included in the Base Fees. Bolt reserves the right, in its sole discretion, to determine if a certain type of repair or maintenance is routine and included in the Base Fees or if it is not. If repair or maintenance services are required for Your Equipment that are outside the scope of the routine services paid for through the Base Fees, Customer is responsible for communicating to Bolt their decision regarding repairing or maintaining Your Equipment in such context. Bolt’s hourly labor rate for non-routine maintenance and repair services is $75.00 per hour. If we know any such repairs or maintenance work will void an existing warranty on Your Equipment, we will endeavor to inform you of that, although Bolt bears no responsibility for ensuring its work or that of third-parties is in compliance with any warranty that applies to Your Equipment. Customer is always responsible for the cost of replacement parts. Customer is not entitled to a reduced or prorated fee should customer’s equipment require repair by Bolt or an outside repair center. Customer remains responsible for its full contract amount when Customer’s equipment is being repaired. • Account Changes. If Customer desires to change Your Equipment, or anything that affects the Services, you may make such changes through the Bolt Ticketing System. Bolt reserves the right to charge Customer for more Account Changes subject to other terms in this agreement.
Support Requests. Client shall classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The Authorized Service Contact shall notify Provider of Support Requests by email, telephone, or such other means as the parties may hereafter agree to in writing.
Support Requests. Customer shall classify its requests for Service Error corrections in accordance with the descriptions set forth in the chart below (each a “Support Request”). The Customer Service Manager shall notify Provider of Support Requests by email, telephone or such other means as the parties may hereafter agree to in writing. Support Request Classification Description: Any Service Error Comprising or Causing any of the Following Events or Effects Critical Service Error • Issue affecting entire system or single critical production function; • System down or operating in materially degraded state; • Data integrity at risk; • Material financial impact; • Declared a Critical Support Request by the Customer; or • Widespread access interruptions. High Service Error • Primary component failure that materially impairs its performance; or • Data entry or access is materially impaired on a limited basis. Medium Service Error • Hosted Service is operating with minor issues that can be addressed with a work around. Low Service Error • Request for assistance, information, or services that are routine in nature.
Support Requests. Licensee must report Incidents to ISB to request Technical Support (a “Support Request”) by submitting the Support Request through ISB's online support system (JIRA) available at xxxx://xxxx.xxxxxxxxxxxx.xxx/, and in accordance with the support procedure and guidelines set forth in Exhibit I to these Support Terms. ISB shall provide Technical Support solely to the authorized individuals designated by Licensee and who are qualified and trained on the Software. Licensee may designate a maximum of three authorized support contacts. Additional support contacts must be approved by ISB in its sole discretion and may be subject to additional Support Fees.
Support Requests. 3.1 Severity Levels and Response Times. Each support request will be assigned a Severity Level by the party initiating the request. If NuCivic reasonably determines that you have assigned an incorrect Severity Level to a ticket, it may assign a different Severity Level. The Severity Levels are defined below, along with the corresponding Initial Response Time within which NuCivic or the Hosting Provider will respond to Customer’s request and begin work on the issue. Initial response times for additional SLA support provided by the Hosting Provider shall be specified separately as part of the terms offered by the Hosting Provider. Severity Level(Priority) Definition Initial Response Time Critical Service is inoperative, Customer’s business operations or productivity are severely impacted with no available workaround, a critical security issue exists. 2 Business Hours (outside of Business Hours, the HostingProvider is responsible for first-tier response for Critical issues) Standard (High) Service is operating but issue is causing significant disruption of Customer's business operations; workaround is unavailable or inadequate. 4 Business Hours Standard (Normal) Service is operating and issue’s impact on the Customer's business operations is moderate to low; a workaround or alternative is available. 1 Business Day Standard (Low) Issue is a minor inconvenience and does not impact business operations in any significant way; little or no time sensitivity. 2 Business Days
Support Requests. Participant will Respond and use best efforts to correct ---------------- or provide a Workaround to Priority 1 and Priority 2 Errors that N/D or end users identify, classify and report; and will use reasonable commercial efforts to Respond to other Errors within the time frames set forth below. ---------------------------------------------------------------------------------------------------------------------- Priority Error Title and Explanation Notification Status Reports (in Target Repair Time Mechanism & Required Response to Errors) Time to Respond ---------------------------------------------------------------------------------------------------------------------- 1 Fatal Error - Voice or Pager: Twice Daily 2 days No useful work can be done. 15/30 minutes (7x24) (7x24) 7x24 coverage ---------------------------------------------------------------------------------------------------------------------- 2 Severe Impact - Voice or Pager Twice Daily 5 days Functionality disabled. Errors which 1 hour result in a lack of application 7x24 coverage functionality or cause intermittent system failure. ---------------------------------------------------------------------------------------------------------------------- 3 Degraded Operations - Voice or Pager Daily 10 business days Errors causing malfunction of 1 hour (business days) non-critical functions. E-mail 8 hours business day coverage -------------------------------------------------------------------------------------------------------------------- 4 Minimal Impact - Voice or Pager Weekly Next Release Attributes and/or options to 2 hours (business days) ancillary features do not E-mail 8 hours operate as stated. business day coverage -------------------------------------------------------------------------------------------------------------------- 5 Enhancement Request. Voice or Pager Weekly No Requirement 8 hours (business days) business day coverage -------------------------------------------------------------------------------------------------------------------- Confidential -17- EXHIBIT C: PAYMENT
Support Requests. In case of incidents that require assistance from The Supplier, a support request can be addressed to The Client’s key account/project manager at The Supplier by either phone or email. Preferably, the request can be sent to the Relesys’ shared support, which is monitored within normal office hours. Support Email: xxxxxxx@xxxxxxx.xxx Support Phone number (+00) 0000 0000 When submitting a support request The Client must supply information about affected services, the time of the incident, the severity of the issue, detailed description to enable the support to handle the request fast and effectively. Contact information on The Client is required if support is in need of more details to handle the request. After sending a support request the sender will automatically receive a support ticket in return as a confirmation. On incidents that require immediate help, The Client must always contact The Supplier directly by phone. The Client will be able to select a named list of employees to have access to The Supplier support system. The Supplier only handles second level support on Hosted Services and The Client’s Project Manager will be responsible for controlling the usage of The Supplier support system. The Client’s project team must handle all internal requests about the Hosted Services and only forward requests on incidents to The Supplier covered by this SLA. The Supplier generally offers free support. To receive free support the Project Manager on The Client team must have participated in a backend training course on how to administrate the basics of the app and administration portal. Special requests and customizations to an existing solution will be subject to additional costs for The Client. If the Client claims a defect and subsequently it appears that the defect is not due to the Hosted Services, The Supplier has the right to compensation for the documented time used to investigate the defect.
