Trouble Tickets. Trouble tickets involving end-users or remote users will be routed through Customer’s designated administrator, who will be provided a checklist of the minimum tasks to be completed prior to calling in a trouble ticket. All such trouble-ticket calls will be handled on a commercially reasonable basis.
Trouble Tickets. We provide trouble ticket support on a 365 x 7 x 24 basis via online helpdesk or by emailing xxxxxxx@xxx.xxxxxxx.xxx In any circumstances where we dispatch technical assistance to your premises following the opening of a trouble ticket at your request, and the fault or Service outage is determined to be caused by something not within our control (such as, for example, a LAN problem at your premises or a problem with your equipment not managed by us) (a “Customer Fault”), you will be charged the greater of (a) the faulty vendor dispatch charge as set out in the Order Form for the applicable Service and (b) third party costs incurred by us in dispatching such technical assistance (including, but not limited to, costs incurred in having a third party local access provider dispatch technical assistance to your premises). Trouble tickets are closed when the underlying issue either (i) has been resolved and Service has been restored, or (ii) is determined to be caused by a Customer Fault. If, in such circumstances, we are requested to keep a trouble ticket open and provide additional troubleshooting assistance, we will provide such assistance at our discretion at our then current rate for professional services until such time as you instruct us to close the applicable trouble ticket.
Trouble Tickets. Supplier is required to create a trouble ticket for each trouble event. Each trouble ticket will identify at minimum: [*****] [*****] Confidential — Subject to Nondisclosure Obligations
Trouble Tickets a. Response times shall be measured from the time that Pathnet or Incumbent (in the event Incumbent notifies Pathnet of a trouble ticket event) initiates a tracking ticket ("Trouble Ticket") and such ticket is electronically or by facsimile received by Incumbent.
b. Pathnet shall initiate a Trouble Ticket upon knowledge, (whether received from Pathnet, Incumbent or another third party) of: (i) an Outage, (ii) System degradation below Critical Service Levels, or (iii) any other problem that threatens to adversely impact the System or the integrity of the System.
c. Incumbent shall be deemed to have successfully restored operation upon correcting an Outage or when the System regains Critical Service Levels. Pathnet will close any Trouble Ticket upon satisfactory confirmation that Incumbent has restored operations to the System in accordance with all applicable Performance Standards.
Trouble Tickets. The opening of a Trouble Ticket is the method by which the parties shall commence escalation procedures. A Trouble Ticket will not be considered opened with 1-VOIP until Customer provides 1-VOIP notification thereof to an email address or telephone number specified by 1-VOIP from time-to-time in a format acceptable to 1- VOIP, whether verbal or written. Upon receipt of all such information, 1-VOIP will generate a time stamp for the applicable Trouble Ticket at which point the Trouble Ticket will be deemed open for all purposes herein.
Trouble Tickets. A member of the Host's Network Operations Center Service Desk staff will be available to assist you with problems and questions regarding the hosting services. The Host will supply telephone or email support to you regarding the hosting services 24 hours a day, 7 days a week. If problem is determined to be non-hosting environment related a charge may be incurred at an hourly rate of $125.00.
(a) User may open a trouble ticket using one of the following methods: (i) Call 0000000000.
(ii) Email xxxx@xxxxxxxx.xxx.
Trouble Tickets. The baseline process is for Customer to report incidents to IGLOO using the contact methods described above in this Section. IGLOO tracks trouble tickets in its ticketing application and is able to identify tickets using the trouble ticket number assigned to the incident. All communications between Customer and IGLOO with respect to an incident, including all ticket reports, uses the ticket numbers assigned to the incident to avoid ticket identification confusion. The ticketing application used by IGLOO provides real-time status of open tickets reported by Customer, and enables tracking history of closed trouble tickets. This application stores and manages all appropriate dates/times (e.g. ticket origination, ticket resolution) online for tracking performance targets.
Trouble Tickets. Provider shall monitor the Services and, to the extent that Provider detects any problem, including any Service Outage or Service Impairment, Provider shall open a Trouble Ticket recording the outage and notify T-Mobile of the issue and the Trouble Ticket number. T-Mobile may also submit Trouble Tickets to Provider if T-Mobile notices any problems or Service Outages.
Trouble Tickets. In the event of a Service Degradation which results in a Customer requested Priority 2 or 3 Trouble Ticket and the Mean Time to Repair of such a Priority 2 or 3 Trouble Ticket exceeds five
Trouble Tickets. 2.1. Upon detection of a problem, the Client is required to submit a trouble ticket or inform Neterra immediately.
2.2. In the event of activities performed under a trouble ticket, the employee on duty of Neterra shall provide the following information:
a) time of receipt of the trouble ticket if it is submitted by phone;
b) nature of the problem, description of the actions performed and any other information related to the request/problem;
c) hours of work.
2.3. To be most effective in the detection and elimination of the problems, employees of Neterra may require active assistance from the technical staff of the Client, i.e. monitoring and reporting results from events, performing test configurations, etc. The Client is obliged to provide such assistance.
