Common use of CUSTOMER SERVICE REPORTING Clause in Contracts

CUSTOMER SERVICE REPORTING. Errors (1) The Service Provider operates customer service under the terms specified in the Subscription Contract for the purpose of managing the complaints, reporting the errors, troubleshooting, client support and consulting related to the VCC Live Service. (2) The Subscriber shall forward its observations, complaints and questions relating to the VCC Live Service to the Service Provider's customer service without delay, which the Service Provider shall document and investigate. (3) Due to data protection and security reasons, the Service Provider may only disclose information to and accept notifications from unambiguously identified Admin Users. The Parties define unambiguous identification as the comparison of the caller's number in the event of a call or the sender's email address in the event of an email message with the User Data. (4) The Parties shall cooperate in order to manage any notifications as soon as possible and to share with each other all details necessary for dealing with the notification. (5) Annex 3 of this GTA contains the contact information of the Service Provider's customer service, the content requirements of notifications addressed to the Service Provider and the process of managing notifications. (6) The Service Provider shall not be held liable for erroneous operation unless the Subscriber has informed the Service Provider of the error at the telephone number of the customer service specified in Annex 3 to this GTA or via the error notification interface maintained by the Service Provider by providing sufficient detail for Service Provider to be able to clearly identify the error. The Subscriber understands that the Service Provider records all telephone calls for quality assurance reasons and may store such recordings as well as any electronic error notifications and the related email correspondence and the recorded conversation until the expiry of the particular claim in accordance with the relevant provisions of law. The time of error notifications is the point in time at which the Subscriber reports the error in a clear and identifiable manner to the Service Provider. (7) Delays beyond Service Provider's control and Service Provider's failure to possess at all or in due course necessary information the other Party is aware of are not deemed to constitute delays attributable to the Service Provider.