Expert Users. (i) The Customer must appoint an internal Expert User (or users as required) at each Site to act as its representative and point of contact in relation to all system defect reporting and user assistance requests. The Expert User/s must have completed appropriate formal training provided by Loadscan staff. (ii) The Expert User/s will be an initial point of contact for all other users in relation to system defect reporting, customer specific issues/procedures and user assistance requests. (iii) Prior to reporting a system defect or submitting a user assistance request, an Expert User must attempt to diagnose the issue or respond internally to a user assistance request. If the initial attempt to diagnose the issue or answer the User Assistance request is unsuccessful, the Expert User will then raise the issue with Loadscan Support. (iv) When necessary to raise a system defect issue with Loadscan Support, the Expert User/s will coordinate and forward reproducible steps, and related data files if required, to Loadscan Support for resolution. (v) The Expert User approach:
Appears in 2 contracts
Sources: Service Agreement, Service & Support Agreement