Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may reasonably required from the Customer (hereinafter only as “Report”). Support Centre. The Contractor will provide for during the Service Period: availability of the Support Centre for accepting Error Reports and for telephone consultations with the Contractor's employees having the necessary qualification (certification) and experience in relation to the System. recording the following information to the reported Error: description of procedure or conditions which led to the Error occurrence, error reports and entry data at the Contractor's request, Customer's contact persons for negotiations with the Contractor. responding to telephone or email Error Reports made to the Support Centre by the Contractor's responsible employees who have the corresponding qualification (certificate) and experience related to the System, in keeping the Response Times according to this Contract. performing localization and identification of Errors and their causes. providing information on the status, procedure and the method of removing Errors, in keeping the Ongoing Information Period. performing updates of the Documents in the form of sending change reports so that the Customer had continuously at disposal up-to-date Documents to the System which the Customer uses at the relevant moment. General Parameters. In providing Services the Contractor will comply with the following time limits: item (Error category) Response Time/Start of Error Removal Time for Error Removal Information frequency (Frequency of ongoing information) Category A Error within 4 hours Up to 16 hours Every 4 hour until the Error is removed or on request Category B Error Up to 8 hours Up to 32 hours Every 12 hours until the Error is removed or on request Category C Error Up to 12 hours Up to 48 hours Every 24 hours until the Error is removed or on request The Response Times and the Time for Error Removal stated in this article start when the Customer's Report is delivered to the Contractor's Support Centre. The same applies for setting the Frequency of Ongoing Information. The Error Category determine Customer when the report is delivered to the Contractor's Support Centre. The Parties have agreed on the procedure of providing ongoing information so that the Customer's employee contacts within the limits of the agreed Frequency of Ongoing Information the Contractor's Support Centre and the Co...
Error Reports. Response Time. Exasol provides the error reporting system described in Section 1, Standard Level also for the reporting of hardware errors. In addition, the Response Time in Section 3.1 also applies for hardware errors.
Error Reports. For the purposes of this Exhibit B, an “Error”, or outage event, under Paragraph 4 of this Exhibit, also will follow the same Severity Level Tier structure as used for SLAs and be classified as low (L), medium (M) or high (H) in value. A Severity Level 1 Error is defined to equal an “H” value. A Severity Level 2 Error is defined to equal an “M” value. A Severity Level 3 Error is defined to equal an “L” value. A Severity Level 4 Error is not assigned any value and will not count toward any financial penalties.
Error Reports. The Customer is obliged to report an Error to the Support Centre in such time after the detection thereof which may be reasonably required from the Customer. The Customer is obliged to describe the Error and the procedure or condition which led to the Error occurrence in the report and to provide all available information, error reports and data regarding the Error to the Supplier. Customer is obliged to specify a responsible contact person in the report. Support Centre. The Supplier shall provide for during the Service Period:
Error Reports. When Deskpro encounters an error, this error is automatically logged with the Deskpro servers to enable Us to rapidly resolve any potential problems with the Software. Although technical steps have been taken to prevent it, it is possible that confidential information may be included with these reports. You can disable the automatic reporting of errors in the Admin Interface.
Error Reports. 4. Contested Claims and Encounters
Error Reports. Peerless shall identify for Adobe, by electronic mail, any Errors. An "Error" is a defect in a Standard Reference Port which causes such Standard Reference Port, when compiled and running in the development environment specified in an Adobe Deliverables Appendix, not to operate substantially in accordance with the PostScript Language Specification.
Error Reports. The Authorized Employee shall report Errors by entering the Error Report into 9T Labs’s Support Portal using one of the following communication channels: [EMAIL], [phone] or [OTHER Ticketing system]. Together with an assessment of the Error by the Customer regarding the urgency, the Error Report shall also contain the following information:
Error Reports. Licensee shall submit to Licensor by email, telephone or by using Licensor’s online tracking system, error reports (“Error Report”) to identify any alleged Errors. Any Error Reports that are submitted outside of Live Support Hours shall be processed by Licensor during the Live Support Hours on the next business day. Emergency Support Requests can also be made outside of Live Support Hours for Level 1 Severity Errors only on a 24-hour basis by calling Licensor’s Emergency Support Request line, and if Licensee has purchased After Hours Support, Licensor shall respond to such request by telephone within one (1) hour; provided. Prior to submitting any Error Report, Licensee shall first attempt reasonable steps to confirm that the problem is being caused by an Error in the Software. i.
Error Reports. The Client must report any Error or Unavailability to the Support Centre in a time period reasonably required by the Contractor. Support Centre. During the Working Hours, the Contractor undertakes to ensure the following: availability of the Support Centre for accepting Error Reports and Unavailability Reports and for telephone consultations with the Contractor’s employees who have the necessary qualification (certification) and experience related to the QMS; recording of following information related to the reported Error or Unavailability: description of procedure or conditions which led to the Error or Unavailability, error reports on the Contractor’s request, Client’s contact persons for negotiations with the Contractor. responding to telephone or email Error Reports or Unavailability Reports made to the Support Centre by the Contractor’s responsible employees who have the necessary qualification (certificate) and experience related to the QMS, in keeping the Response Times according to this Agreement. provision of telephone or email consultations related to the Errors or Unavailabilities; performing localization and identification of Errors or Unavailabilities and their causes; on-line provision of information on the status, procedure and the method of removing Errors or Unavailabilities, in keeping with the Continuous Information Period; performing updates of the Documentation in the form of sending change reports so that the Client had continuously at disposal up-to-date Documentation to the QMS which the Client uses at the relevant moment; provision of professional consultations and support related to the QMS during the term of this Agreement. To avoid any doubts, it is stated that the remuneration for the provision of professional consultations in the extent stated above is included in the Remuneration.
