Call Resolution Clause Samples

Call Resolution. We close a call when we have confirmed with you that the call is resolved. A call is considered resolved when: . The problem is known not to recur or the defect has been rectified. . The apparent problem has been found to not really exist -- a misunderstanding or short term difficulty has ceased m exist. . The call occurred because of user inexperience and this is in the process of being rectified. In this instance. Forte strongly recommends the user attend the appropriate Font Training course, Making Test Cases In the process of diagnosing your problem, you might need to create a test case, especially if you think you have found a defect in our product. Please make the test case as small as possible and design it for portability. A test case should not include an entire application. It should be a subset of the application code -- for example, five to fifty lines -- and contain a small amount of data. In the come of narrowing down the problem, you isolate the code that causes the defect and you might realize that the problem is not a defect, but rather user error. When the Technical Support Specialist reports to Forte Engineering, the test case helps to ensure that when a fix is made, the fix will address your specific problem. Any changes to our code will be tested against your test case, Should a defect occur in a release, Forte will attempt to find a workaround for the problem. If a workaround exists, we will supply it immediately, The defect will be logged to the attention of Engineering and we will request that a fix be made in the next new feature production release, maintenance release, or customized emergency patch. When requesting a fix from Engineering, the Technical Support Specialist may ask you for help with certain information, such as: . How docs the defect affect your site? . What turnaround time do you request for the fix? . Have you tried all suggested workarounds, and if so, have they proven to be to difficult to implement?
View SourceView Similar (2)
Call Resolution. G7 shall endeavour to provide the following resolution of reported faults by Off-site Services: URGENT HIGH MEDIUM LOW Application System Down/Agreed Business Critical Process not working Important Business Process not working Operational Process Not working Minor bugs, faults or loss of some functionality Unit4 ERP software is inaccessible or a mutually agreed business critical feature is not working, and no work around is available resulting in the customer not being able to continue their normal course of business An important business process is not working causing major inconvenience, but the customer is not prevented from carrying out their normal course of business A feature of the system is not working causing the customer some, but not major inconvenience Minor issue Response – 1 hour Response – 1 hour Response – 1 hours Response – 4 hours Resolution – 4 hours Resolution – 1 day Resolution – 3 days Resolution – Within such a period as is reasonable in the circumstances or as agreed with the customer HIGH LOW Important Business Process not working Operational Process Not working An important business process is not working causing major inconvenience, but the customer is not prevented from carrying out their normal course of business A feature of the system is not working causing the customer some, but not major inconvenience Response – 1 hour Response – 1 hours Resolution – 1 day Resolution – 3 days In certain circumstances the identified resolution may require the call to be routed to a more suitable third party, for example, the Software Owner’s Support Centre.
View SourceView Similar (2)

Related to Call Resolution

  • Formal Resolution 1. Service Provider or TJJD staff who wish to submit problems for resolution may do so in writing, including all relevant information and a recommended resolution (Statement of Problem). 2. The Statement of Problem will be submitted to the designated contact unless the problem specifically involves the designated contact, in which case, it will be submitted to the designated contact’s supervisor. 3. Problems are to be addressed within ten (10) working days; a written decision will be sent to the individual or program that submitted it, with copies retained by the designated contact and the designated contact’s supervisor.

  • DNSSEC proper resolution There is a valid DNSSEC chain of trust from the root trust anchor to a particular domain name, e.g., a TLD, a domain name registered under a TLD, etc.

  • Informal Resolution To expedite resolution and control the cost of any dispute, controversy or claim related to this Agreement ("Dispute"), you and Company agree to first attempt to negotiate any Dispute (except those Disputes expressly provided below) informally for at least thirty (30) days before initiating any arbitration or court proceeding. Such informal negotiations commence upon written notice from one person to the other.

  • Problem Resolution The parties shall meet and attempt to resolve all disputes and differences that may arise between the parties hereto concerning construction, interpretation, performance, operations, or breach of the matters referred to in this Agreement prior to seeking any legal remedy.

  • Error Resolution If you believe that you did not authorize an electronic fund transaction, if you need a copy of a transaction receipt from a Merchant, if you think your statement or receipt is wrong, or if you need more information about a transaction listed on the statement or receipt, you should call or write us at the phone number or address shown at the end of these Regulatory Disclosures under “UMB Contact Information” You should report errors no later than sixty (60) days after information is available to you on your periodic statement or in your electronic statement information concerning the transaction that you believe to be in error or which you believe is a problem. Include the following information: (a) your name and your HSA Deposit Account number; (b) describe the error or the transaction you are unsure about and explain as clearly as you can why you believe it is an error or why you need more information; and (c) the dollar amount of the suspected error. If you tell us orally, we may require that you send us your complaint or questions in writing within ten (10) business days. We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within ten (10) business days for the amount you think is in error so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) business days, we may not credit your account. For errors involving new accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error. We will tell you the results within three (3) business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.