Common use of Call Center Clause in Contracts

Call Center. As soon as the Customer detects an anomaly, he / she joins the Call Center of the host, whose mission is to identify the incident, to list it and to contact the Competence Center to start the repair process, by identifying the level of severity: • Level 0 corresponds to non-blocking cases. The deadline for taking into account is 8 business hours (subject to the opening hours of the service). If this requires on-site intervention, this will be planned. • Level 1 corresponds to marginally blocking cases. The deadline for taking incidents of this level into account is 4 business hours (subject to the opening hours of the service). If this requires on-site intervention, the response time is D + 1 open to D + 3 worked as appropriate. • Level 2 is a problem that causes total service interruption. The deadline for taking incidents of this into account is immediate (subject to the opening hours of the service). If this requires on-site intervention, the response time is up to 4 hours. The Customer may contact the host by email or phone. In order to guarantee a quality service, we ask the Customer to identify a limited number of correspondents who are informed about the scope of coverage of the contract. This (these) person (s) will be (are) the preferred correspondent (s) of the Provider.