Primary Support Services definition
Primary Support Services address all the requests opened on the support tracking system. Primary Support Services personnel will work on requests ****************************.
Primary Support Services address all the requests opened on the support tracking system. Primary Support Services personnel will work on requests * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *.
Primary Support Services address all the requests opened on the support tracking system. Primary Support Services personnel will work on requests during ********************** ************. “Emergency Support Services” are provided after Primary Support Services hours for High severity requests only. When a High severity request is opened outside of Primary Support Services hours, a NeuLion support technician will be automatically notified of the new request so that it can be addressed as quickly as possible. Within *** of entering a High severity request a NeuLion support technician will update the request. Additionally, NeuLion has an Emergency Support Escalation telephone number, which is available 24 hours a day, 7 days a week, that can be used for reporting ******************** ***********************. NeuLion provides web support services within the following timeframes. High Severity Requests - A “Service down” or Service operations halted condition and a manual work around is not practical. *** Medium-High Severity Requests - A suspected high impact condition associated with the Service causing significant problems. *** Medium-Low Severity Requests - An intermittent or low-impact condition associated with the Service. *** Low Severity Requests - Questions concerning performance or use of the Service. *** NeuLion uses best efforts to correct High severity requests by continually working with Company to provide a fix or work around that eliminates a “Service down” condition.