SUPPORT WORKFLOW Sample Clauses

SUPPORT WORKFLOW. End-users on Class 1 sites, Class 2 sites, sites with less then 3 users and home users are required to open a Service Request ticket for all cases, which requires technical support with the exceptions described above. Support process for traveling users and users at Clients sites will be done by MCC as detailed in SECTION 5.1 and 5.6 herein.
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SUPPORT WORKFLOW. 21 5.3 SUPPORT WORKFLOW CHART..................................... 22 5.4 ESCALATION PROCESS......................................... 26 5.5 CALL FLOW.................................................. 26 5.6 BUSINESS APPLICATION HELP DESK............................. 30 5.7 TICKETING SYSTEM MANAGEMENT................................ 30 5.8 REMOTE AND TRAVELING END-USERS............................. 33 5.9 EMERGENCY ESCALATION PROCESS............................... 34 5.10 ADOPTING HP-OMS RECOMMENDATIONS- [MICHAEX: XX XE REVIEWED]. 38 6
SUPPORT WORKFLOW. Tier 1 Support Responsibilities (Microsoft in all cases) “Tier 1 Support” means the initial Customer contact, routing the call to the correct Microsoft support engineer, handling of general technical software questions from Customer related to a HDP for Microsoft Platforms release, as well as gathering of key information required to clearly identify the Error. Tier 1 Support activities include (but are not limited to): • Receive initial Customer’s calls, verify support entitlement, and open a case tagged as possibly HDP-related in MSSolve with Customer contact information. • Respond to Customer according to the SLAs of the current Support Offering in place with the Customer. • Develop an Error description and classify the Error as Severity 1, 2 or 3, as determined by information gathered from the Customer. • Collect information on the HDP for Microsoft Platforms release and version, as well as hardware, operating system, and other appropriate configurations. • Answer general questions and provide pointers to Documentation for informational requests. • Collect log files, configuration files, and other information needed to identify the nature of the Error. • Research the available known issue databases to provide immediate fixes or workarounds for known Errors. • Escalate the Error to Tier 2 Support when it cannot be resolved in Tier 1 Support. Tier 2 Support Responsibilities (Hortonworks, then Microsoft under the terms of this Agreement)

Related to SUPPORT WORKFLOW

  • Software Additional provisions relating to software.

  • Configuration The configuration for the Purchase Right Aircraft will be the Detail Specification for Model 767-3S2F aircraft at the revision level in effect at the time of the Supplemental Agreement. Such Detail Specification will be revised to include (i) changes required to obtain required regulatory certificates and (ii) other changes as mutually agreed upon by Boeing and Customer.

  • Programming Seller shall not make any material changes in the broadcast hours or in the percentages of types of programming broadcast by the Station, or make any other material change in the Station's programming policies, except such changes as in the good faith judgment of the Seller are required by the public interest.

  • Hardware “Hardware” means the hardware and other furniture, fixtures and equipment owned or leased and then currently being used by PROVIDER exclusively to perform the Services under any MOA or PSA or to support such performance. To the extent any such items are not used by PROVIDER exclusively to perform the Services, PROVIDER shall assist CUSTOMER or its designee in purchasing, leasing or otherwise obtaining the use of comparable items.

  • Design 4.2.1 Seller, at no cost to Edison, shall:

  • Training Materials Training Materials will be provided for each student. Training Materials may be used only for either (i) the individual student’s reference during Boeing provided training and for review thereafter or (ii) Customer’s provision of training to individuals directly employed by the Customer.

  • Feedback Distributor shall provide Company with prompt written notification of any comments or complaints about the Products that are made by Customers, and of any problems with the Products or their use that Distributor becomes aware of. Such written notification shall be the property of Company, and shall be considered to be part of Company’s Confidential Information.

  • USE OF THIRD PARTY SYSTEMS-LEVEL SOFTWARE State Street and the Fund acknowledge that in connection with the Data Access Services provided under this Addendum, the Fund will have access, through the Data Access Services, to Fund Data and to functions of State Street’s proprietary systems; provided, however that in no event will the Fund have direct access to any third party systems-level software that retrieves data for, stores data from, or otherwise supports the System.

  • Third Party Software Customer acknowledges that in order for MyEcheck to perform the Consulting Services, Customer may need to obtain additional third party services ("Third Party Services") or third party technology ("Third Party Technology"). Customer agrees that the rights and licenses with respect to Third Party Technology and Third Party Services shall be under terms set forth in the pertinent purchase, license or services agreements between Customer and the vendors of such Third Party Software or Third Party Services. Customer shall execute and comply with appropriate purchase, license, or services agreements with respect to any Third Party Software or Third Party Services. Any amounts payable to third party vendors or service providers under such agreements are the sole responsibility of Customer and shall be paid directly by Customer to such third party vendors or service providers. MyEcheck Services Agreement

  • Tools From time to time the Custodian may make available to the Fund or its agent(s) certain computer programs, products, services, reports or information (including, without limitation, information obtained by the Custodian from third parties and information reflecting the Custodian’s input, evaluation and interpretation (collectively, “Tools”). Tools may allow the Fund or its agent(s) to perform certain analytic, accounting, compliance, reconciliation and other functions with respect to the Account. By way of example, Tools may assist the Fund or its agent(s) in analyzing the performance of investment managers appointed by the Fund, determining on a post-trade basis whether transactions for the Account comply with the Fund’s investment guidelines, evaluating assets at risk, and performing account reconciliations. Tools may be used only for the Fund’s internal purposes, and may not be resold, redistributed or otherwise made available to third parties. Tools are the sole and exclusive property of the Custodian and its suppliers. The Fund may not reverse engineer or decompile any computer programs provided by the Custodian comprising, or provided as a part of, any Tools. Information supplied by third parties may be incorrect or incomplete, and any information, reports, analytics or other services supplied by the Custodian that rely on information from third parties may also be incorrect or incomplete. All Tools are provided “AS IS”, whether or not they are modified to meet specific needs of the Fund and regardless of whether the Custodian is compensated by the Fund for providing such Tools. THE CUSTODIAN DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE TOOLS, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, TITLE, NON-INFRINGEMENT AND FITNESS FOR A PARTICULAR PURPOSE. ANYTHING IN THIS AGREEMENT TO THE CONTRARY NOTWITHSTANDING, THE CUSTODIAN AND ITS SUPPLIERS SHALL NOT BE LIABLE FOR ANY LOSS, COST, EXPENSE, DAMAGE, LIABILITY OR CLAIM SUFFERED OR INCURRED BY THE FUND, ITS AGENT(S) OR ANY OTHER PERSON AS A RESULT OF USE OF, INABILITY TO USE, OR RELIANCE UPON ANY TOOLS.

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