Acceptance of incident reports. 3.1.1 Ticket system The online support ticket system (hereinafter “ticket system”) is the preferred channel for the customer to report incidents. It is currently accessible at xxxxx://xxx.x-xxxxx.xx, “Service & Support.” When the customer submits an incident report, the ticket system compiles customer information previ- ously entered by the customer and prompts the customer to enter details about the incident report in a form, including the incident class (hereinafter referred to as “priority level”). During ticket creation, the customer is referred to appropriate help articles based on the keywords en- tered (“knowledge base”). The customer can view and edit open tickets.
