Telephone Support Procedure Sample Clauses
Telephone Support Procedure. All calls must adhere to the following procedure: ● Terminalfour must be contacted: o by telephone: ▇▇▇▇▇ ▇▇▇ ▇▇▇ o by email at: ▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ o via self-service: ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ ● Only Client’s Primary and Secondary Contact is authorised to log support issues with Terminalfour ● Terminalfour personnel will determine if the call falls within the terms of this Agreement and will either invoke the following procedure or hand the call off (e.g. administration departments/Client Liaison) as appropriate.
Telephone Support Procedure. After a call is received by the telephone support service, trained AXI personnel will provide a response as rapidly as possible and within 48 hours. Should it not be possible to respond by telephone, an appointment will be made. On-site support at the Customer's premises is not provided for under the terms of this service agreement. AXI personnel will respond to a telephone request for support provided the call is made during the hours and days specified in Clause 2.2.3 (hours of service). For a specific AXI*SOFTWARE product and a specific computer installation, AXI will require the installation of a modem and communications software on the computer in order to be able to access the Customer's system directly from the AXI head office in Wilrijk. If this is refused, AXI will terminate the service agreement.