Email Support. First line support shall be provided via e-mail and can be obtained by submitting a support ticket to ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. Customer may also submit a support ticket through NetBrain’s website at ▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/netbrain-support/submit-a-ticket.php. NetBrain’s support engineer will be able to look up Customer’s License information based on Customer’s company name and email address. Reported Errors will be investigated by NetBrain, and if a reported Error relates to the Programs, or is directly caused by the Programs: (a) an Error Report shall be opened; (b) the Error shall be assigned a Severity Level as per the provisions of the (“Error Resolution Plan”); and (c) the Error shall be resolved in accordance with the procedures and processes set forth in the (“Error Resolution Plan”). E-mail support is available between the hours of 9:00 AM and 5:00 PM EST, Monday through Friday, excluding NetBrain observed holidays.
Appears in 2 contracts
Sources: End User License Agreement, End User License Agreement