Call Centre Support Sample Clauses
Call Centre Support. AvePoint shall provide email, web support ticket, phone, and web conferencing (each a “Support Channel” or “Channel”) based Support Services to Customer according to the Customer’s Support Level. Support Channels and hours shall be provided as per the Support Level table below, where the “Local Office Time” shall be the given time at the nearest appropriate AvePoint office or Call Centre designated to provide support services to Customer at AvePoint’s discretion, and “Business Days” shall be the days such AvePoint office is opened for regular business per locally accepted businesses practices. SUPPORT PROGRAM FEATURES Support Level Basic Standard Premier Support Channels Email or Web Support Ticket Only Email, Web Support Ticket, Phone and Web Conferencing Email, Web Support Ticket, Phone and Web Conferencing Support Hours Business Days, 7:00 am–7:00 pm Local Office Time Business Days, 7:00 am–7:00 pm Local Office Time 24 hours / day, 7 days / week Email/web support ticket response time Based on Issue Severity Based on Issue Severity Based on Issue Severity, with priority handling within Issue Severity Level As indicated, email and web support ticket response times shall be based on Issue Severity Level, as defined in the Email and Web Support Ticket Response Times table below. Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such email or web support ticket request from Customer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion. AvePoint shall make all commercially reasonable efforts to respond to such support requests within the given Response Time. Requests received from Customers with Premier Level Support Services shall receive priority handling over other requests within a given Issue Severity Level.
Call Centre Support. AvePoint shall provide email, web support ticket, phone, and web conferencing (each a “Support Channel” or “Channel”) based Sup- port Services to Customer according to the Customer’s Support Level. Support Channels and hours shall be provided as per the Support Level table below, where the “Local Office Time” shall be the given time at the nearest appropriate AvePoint office or Call Centre des- ignated to provide Support Services to Customer at AvePoint’s discretion, and “Business Days” shall be the days such AvePoint office is opened for regular busi- ness per locally accepted businesses practices. Support Channels Email or Web Support Ticket Only Email, Web Support Ticket, Phone and Web Conferencing Email, Web Support Ticket, Phone and Web Conferencing Support Hours Business Days, 7:00 am to 7:00 pm Local Office Time Business Days, 7:00 am to 7:00 pm Local Office Time 24 hours / day, 7 days / week Email/web support ticket response time Based on Issue Severity Based on Issue Severity Based on Issue Severity, with priority handling within Issue Severity Level Niveau de Support Basique Standard Premium Canaux de Support Email ou ticket de support Web uniquement Email, ticket de support Web, téléphone et appel en confé- rence Web Email, ticket de support Web, téléphone et appel en confé- rence Web Horaires du Support Jours ouvrés, 7:00 à 19:00 heure locale Jours ouvrés, 7:00 à 19:00 heure locale 24 heures / jour, 7 jours / se- maine Temps de réponse par email/ticket de support Web En fonction de la Gravité de l'Incident En fonction de la Gravité de l'Incident En fonction de la Gravité de l'Incident, avec gestion priori- taire pour un même Niveau de Gravité de l'Incident As indicated, email and web support ticket response times shall be based on Issue Severity Level, as defined in the Email and Web Support Ticket Response Times table below. Such Issue Severity Level shall be assigned by AvePoint at the time of receipt of such email or web support ticket request from Customer per the Issue Description guidelines given in the table below at AvePoint’s sole discretion. AvePoint shall make all commercially reasonable efforts to respond to such support requests within the given Response Time. Requests received from Customers with Premier Level support ser- vices shall receive priority handling over other requests within a given Issue Severity Level. Comme indiqué, les temps de réponse par e-mail et ticket de support web dépendront du Niveau de Gravité de l'Inci- d...
Call Centre Support. Service Provider shall operate and maintain a call centre for providing voice, e-mail or combination of support to MMPL Users.