AG Global definition
Examples of AG Global in a sentence
These classifications ensure consistent treatment of incidents handled by Software AG Global Support.
As agreed between Software AG Global Support and Customer on a case-by- case basis.
Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definition Customer’s problem has a severe business impact, e.g. production down.
In such case, Software AG Global Support will access Customer’s environment via a Remote Online Diagnostic Tool for purposes of diagnosis and analysis only.
When submitting Security Incidents to Software AG Global Support, Customer must indicate this aspect to the support representative or set the security flag in the support ticket if reported via customer support portal.
Software AG Global Support may perform remote diagnosis to facilitate issue analysis.
Software AG Global Support will determine the appropriate severity level according to the following table: Severity Level Crisis Critical Standard Definitions Customer’s problem has a severe business impact, e.g. production down.
As agreed between Software AG Global Support and Customer on a case-by-case basis.
Remote access to Customer’s environments will occur during Business Hours at the times agreed between the Customer and Software AG Global Support.
Customer shall co-operate with Software AG Global Support and provide relevant information to enable Supplier to reproduce, troubleshoot and resolve the experienced error.