Technical Support Procedures. Under Check Point’s Software support plan, Check Point TAC utilizes a multi-tier support model for Problem Resolution. When initial contact with TAC is made, a Technical Representative or Web Service Request Tool will validate Customer information, contract information, Device Number, and gather details relevant to the question or issue. A unique Service Request (SR) number will be assigned and delivered to the Customer Designated Contact, either verbally, via Web request, or via email. This SR number will be used to track any given issue from initial contact to final Problem Resolution. If appropriate, an issue will be reproduced in the Check Point Test Lab. Additional testing and problem duplication may take place in a network laboratory environment. Further investigation, including additional troubleshooting or debugging activity may be required. Based on the results of the Test Lab investigation, an issue may be resolved, or, if an anomaly is identified, elevated to the appropriate Check Point Team for final Problem Resolution. Check Point agrees to use commercially reasonable efforts to work with the Customer for Problem Resolution for an issue in accordance with the specifications of this Agreement. Timely efforts must be made by all parties involved. If communication from Customer ceases without notice, after five (5) business days, Check Point may, upon notice, close a Service Request due to inactivity on the part of the Customer. A Service Request may be reopened within thirty (30) consecutive days of closure. Once a Service Request is closed for thirty (30) consecutive days, this issue will be considered permanently closed, and it cannot be reopened. If further work is necessary, a new Service Request will be opened, and all pertinent materials may need to be resubmitted before work can continue.
Technical Support Procedures. For each request by End User for Technical Support from Pulse Secure, End User shall provide Pulse Secure with a Problem Report. Pulse Secure shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by End User, Pulse Secure shall provide a "Status Report" on any Problem logged for End User provided that End User identifies the particular Problem by the Case Number assigned to it by Pulse Secure. For Problems that have been resolved, the Status Report shall include the Case Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work-Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem Resolution plan, and a description of any known Work-Around. Each Problem logged for End User shall remain open until closure notification is received from Pulse Secure and accepted by End User. By mutual agreement between End User and Pulse Secure, Problems shall be categorized and handled according to the procedures set forth below:
Technical Support Procedures. For each request by End User for Technical Support from Juniper Networks, End User shall provide Juniper Networks with a Problem Report. Juniper Networks shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by End User, Juniper Networks shall provide a "Status Report" on any Problem logged for End User provided that End User identifies the particular Problem by the Case Number assigned to it by Juniper Networks. For Problems that have been resolved, the Status Report shall include the Case Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem resolution plan, and a description of any known Work Around. Each Problem logged for End User shall remain open until closure notification is received from Juniper Networks and accepted by End User. By mutual agreement between End User and Juniper Networks, Problems shall be categorized and handled according to the procedures set forth below:
i) P1 – Priority 1
Technical Support Procedures. As part of its Digital Preservation Services, TDL will make every effort to resolve issues which are impeding successful content transfer and storage. The TDL Technical Support procedure is as follows: TDL Member should submit problem reports and support requests to TDL staff via web at xxx.xxx/xxxxxxx. The TDL technical team will follow-up by phone or email as appropriate within one business day.
Technical Support Procedures. EZchip will be fully responsible for customer support. Any customer request for support will be referred to EZchip support team. Both Marvell and EZchip will specify initial Technical Escalation Contacts, which may be updated from time to time by mutual written agreement of the parties. Such written agreement may be in the form of electronic mail.
Technical Support Procedures. EZchip will be fully responsible for customer support. Any customer request for support will be referred to EZchip support team. Both Marvell and EZchip will specify initial Technical Escalation Contacts, which may be updated from time to time by mutual written agreement of the parties. Such written agreement may be in the form of electronic mail. * This portion of the Exhibit has been omitted pursuant to a Request for Confidential Treatment under Rule 24b-2 of the Securities Exchange Act of 1934. The complete Exhibit, including the portions for which confidential treatment has been requested, has been filed separately with the Securities and Exchange Commission.
Technical Support Procedures. For each request by Customer for Technical Support from ICT Networks, Customer shall provide ICT Networks with a Problem Report. ICT Networks shall identify each discrete issue relating to a Problem Report with a unique "Incident Number" for tracking purposes. Upon request by Customer, ICT Networks shall provide a "Status Report" on any problem logged for Customer provided that Customer identifies the particular Problem by the Case Number assigned to it by ICT Networks. For Problems that have been resolved, the Status Report shall include the Incident Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem resolution plan, and a description of any known Work Around. Each Problem logged for Customer shall remain open until closure notification is received from ICT Networks and accepted by Customer. By mutual agreement between Customer and ICT Networks, Problems shall be categorized and handled according to the procedures set forth below:
P1 – Priority 1 Problems. If the Problem is identified as a Priority 1 Problem, the ICT Networks Customer Service duty manager will be immediately notified of any Priority 1 Problems to ensure engagement of all appropriate resources. ICT Networks and Customer shall work continuously (on a 24x7x365 basis), and shall use all commercially reasonable efforts, to work with Customer’s dedicated resources to resolve the Priority 1 Problem until a Work Around or a Problem Resolution is successfully implemented. If a Priority 1 Problem is not resolved within a maximum of 1 hour from the time it is classified as such by ICT Networks, ICT Networks’ Customer Service will confer with the appropriate ICT Networks engineering subject-matter expert. If a Problem Resolution is successfully implemented, but such Problem Resolution cannot be deployed in a System operating in Customer's network without affecting service or operation, ICT Networks shall use commercially reasonable efforts to provide Customer with a Work Around. If a Work Around is successfully implemented, a Priority 1 Problem shall be reclassified to the appropriate priority level. Subject to the foregoing, ICT Networks will use all commercially reasonable efforts to deliver a workaround solution within 24 hours of the Priority 1 Problem having been observed or reproduced by IC...
Technical Support Procedures. For each request by Customer for Technical Support from Juniper Networks, Customer shall provide Juniper Networks with a Problem Report. Juniper Networks shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by Customer, Juniper Networks shall provide a "Status Report" on any Problem logged for Customer provided that Customer identifies the particular Problem by the Case Number assigned to it by Juniper Networks. For Problems that have been resolved, the Status Report shall include the Case Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem resolution plan, and a description of any known Work Around. Each Problem logged for Customer shall remain open until closure notification is received from Juniper Networks and accepted by Customer. By mutual agreement between Customer and Juniper Networks, Problems shall be categorized and handled according to the procedures set forth below:
i) P1 – Priority 1
Technical Support Procedures. For each request by End User for Technical Support from Xxxxxx, End User shall provide Xxxxxx with a Problem Report. Xxxxxx shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by End User, Xxxxxx shall provide a "Status Report" on any Problem logged for End User provided that End User identifies the particular Problem by the Case Number assigned to it by Xxxxxx. For Problems that have been resolved, the Status Report shall include the Case Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work-Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem Resolution plan, and a description of any known Work-Around. Each Problem logged for End User shall remain open until closure notification is received from Xxxxxx and accepted by End User. By mutual agreement between End User and Ivanti, Problems shall be categorized and handled according to the procedures set forth below:
i) P1 – Priority 1
Technical Support Procedures. Genesys shall use commercially reasonable efforts to correct material errors in the Software in accordance with the technical support and escalation procedures set forth in the Support Guide for On-Premise Licenses which is located at xxxxx://xxxxxxx.xxx/y2nwbcjd. In the event that remote resolution is not possible, Genesys may, upon mutual agreement, attend Your site to attempt such resolution. In such case, additional fees and travel expenses may be applicable.
