Client support operations Sample Clauses
The CLIENT SUPPORT OPERATIONS clause defines the responsibilities and procedures related to providing assistance and support services to the client during the course of the agreement. Typically, this clause outlines the types of support available, such as technical help, customer service, or troubleshooting, and may specify response times, hours of availability, and channels for communication. Its core practical function is to ensure that the client receives timely and effective support, thereby maintaining service quality and addressing issues efficiently as they arise.
Client support operations. 2.1 The client support operates during Support Hours.
2.2 The client support team can be contacted via: Portal: ▇▇.▇▇.▇▇▇.▇▇ Email: ▇▇▇▇▇▇▇@▇▇.▇▇▇.▇▇ Telephone: ▇▇▇▇ ▇▇▇ ▇▇▇ 2.3 Only Support Cases reported as per 2.2 above will result in the creation of a formal Support Case. PA cannot guarantee a response where a Support Case is reported in any other manner.
Client support operations. 2.1 The client support operates during Support Hours.
2.2 The client support team can be contacted via: Portal: ▇▇.▇▇.▇▇▇.▇▇ Email : ▇▇▇▇▇▇▇@▇▇.▇▇▇.▇▇ Telephone : ▇▇▇▇ ▇▇▇ ▇▇▇
2.3 Only Support Cases reported in the above manner will result in the creation of a formal Support Case. PA cannot guarantee a response where Support Case are reported in any other manner.
2.4 Client may contact the client support team24 hours per day as described in this clause, however call responses will be provided during Support Hours.
2.5 Client may engage PA outside of normal working hours on a pre-planned, billable basis.
2.6 All issues are given a Support Case number. All Support Cases will be managed to conclusion and Support Cases will be closed following notification from the Client, or after two attempts to contact the Client have been made by PA.
2.7 In instances where the Support Case relates to a Third-Party Product, and is unable to be resolved by PA, and is escalated to the relevant third-party vendor for which PA is the Client’s partner of record with the third-party vendor, PA is subject to the third-party party escalation and response times of that organization, details of the response times of third party vendors will be provided to the Client.
2.8 In instances where the Support Case indicates that a problem is originating in a Third-Party Product not represented by or sold to Client by PA (i.e. operating system, database, networking, etc.), PA will engage with the third party as needed, however the Client (not PA) is responsible and must take lead in creating, maintaining, and coordinating a Support Case with said third-party.
2.9 The Client can nominate up to two representatives who are entitled to contact the client support team on behalf of the Client. These representatives are required to be trained by PA in the use of the Products.