Conditions to ask for the Technical Support. In order to ask for the technical support the Client shall create an incident ticket on the official support portal of the Supplier. As the time of writing, the Supplier’s official technical support portal is xxxxx://xxxxxxx.xxxxxxxxxx.xxx. In order to login to the support portal, credentials are provided to the Client once the technical support agreement takes effect. In order to ease his technical intervention, the Supplier may ask the Client to fulfil all conditions including but not limited to: full remote access (even root access) on supported licensed products, access to configuration files and access to any files interacting with the supported product. The Client shall accept to fulfil the Supplier technical support conditions. The Supplier expressly disengages to intervene on non-accessible machines running supported product because of unknown reasons including but not limited to: hardware issues, network connectivity issues, loss of passwords. In extreme cases the Supplier may ask the Client to install the supported product from scratch on a new machine. The Client shall remain solely responsible of restoring or reconfiguring a freshly installed supported product. If necessary the Supplier may ask the Client to telephone him at the Supplier’s convenience. As the time of writing, the only used language for the technical support is English. When an incident ticket is created a severity is associated to it. The incident severity may be submitted by the Client but can be reviewed by the Supplier according to severity definitions below: Emergency: the Client’s production use of the supported product is stopped or so severely impacted that he can’t reasonably continue work. High: the Client experiences a severe loss of service related to the supported product. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. Normal: the Client experiences a temperate loss of service related to the supported product. The impact is an inconvenience, which may require a workaround to restore functionality. Low: the Client requests information, an enhancement, or documentation clarification regarding the supported product but there is no impact on the operation of the supported product. The Client experiences no loss of service. The result does not impede the operation of a system.
