Help Desk Support. Out-of-the-box functionality support via the Help Desk (telephone or eService via Hexagon’s Customer Support Web Site where available at xxxxx://xxxxxxx.xxxxxxxxxxxxxxxxxxxxxxxxxxx.xxx). Phone support for all priority levels of software errors is available on Monday through Friday from 8AM – 5PM at Customer’s local time, excluding Hexagon-observed holidays. Local variances in support hours will be posted on the Customer Support Web Site or applicable local support website, or can be determined by contacting Customer’s local Hexagon office.
Help Desk Support. For technical questions related to the use of Team Georgia Marketplace™, including assistance with finding, opening and uploading documents, Contractors have access to phone support through the DOAS Customer Service Help Desk at 000-000-0000, Monday through Friday 8:00 AM to 5:00 PM EST excluding State Holidays or any other day state offices are closed such as furlough days or closings in response to inclement weather. Contractors can also email questions to: XxxxxxxxxxxXxxx@xxxx.xx.xxx The Department reserves the right to approve or reject such requests as the Department deems necessary.
Help Desk Support. Out-of-the-box functionality support via the Help Desk (telephone or eService via Intergraph’s Customer Support Web Site where available at xxxx://xxxxxxxx.xxxxxxxxxx.xxx). Phone support for all priority levels of software errors is available on Monday through Friday from 8AM – 5PM at Customer’s local time, excluding Intergraph-observed holidays. Local variances in support hours will be posted on the Customer Support Web Site or applicable local support website, or can be determined by contacting Customer’s local Intergraph office.
Help Desk Support a. Service Provider will establish and maintain Help Desk Support for all provided components which includes:
Help Desk Support. NetDocuments will provide Help Desk Support as provided in Exhibit A. Help Desk Support may be provided by NetDocuments’ personnel or subcontractors in regions other than Customer’s Service Region. Customer is responsible for any and all Customer Data shared as a result of its initiation of Help Desk Support and will ensure that Customer Data is shared in conformity with any Customer or client policies or laws, rules, or regulations that may apply to Customer Data. NetDocuments will not be liable for any Customer Data shared by Customer or its Service Users in violation of any policy or law, rule, or regulation applicable to Customer Data.
Help Desk Support. Licensor shall provide "help desk support" as defined herein to Licensee during Licensor's normal business hours. Help desk support will consist of telephone consultation, wide area network (WAN), Telecopy (Fax), E-mail or Internet communication with a representative of Licensor to provide Licensee with information, advice and assistance with respect to the operation and use of QMACS(TM)
Help Desk Support. 8.1 Level 1 (End-User) Help Desk Support: Customer shall be responsible for providing Levex 0 Xxxp Desk Services.
Help Desk Support. Identity Automation personnel will be available to help Customer Contact(s) by email or the Customer Support portal to answer questions regarding the use of the Service and to help identify, verify, and resolve problems with the Service. Email and Web support are available Monday through Friday, 8:00 a.m. to 5:00 p.m., Central time, excluding Holidays. Upon receipt of notice of an error, Identity Automation will assign a severity level according to the following criteria: ● Level 1 Emergency – entire system is down and all users are impacted. ● Level 2 Critical – a large subset of users are impacted; ● Level 3 Major – a small subset of users are impacted; ● Level 4 Minor – a single user is impacted. Identity Automation will use commercially reasonable efforts to correct reported errors or provide a work-around solution for each severity level subject to the following response times: Xxxxx 0 - within ten (10) business hours of being notified of a Level 1 defect, Identity Automation shall acknowledge its receipt of such notice to Customer, and will use its commercially reasonable efforts to resolve all Level 1 defects as soon as possible. Xxxxx 0 - within two (2) business days of being notified of a Level 2 defect, Identity Automation shall acknowledge its receipt of such notice to Customer, will use its commercially reasonable efforts to resolve all Level 2 defects as soon as possible. Xxxxx 0 - within three (3) business days of being notified of a Level 3 defect, Identity Automation shall acknowledge its receipt of such notice to Customer, will use its commercially reasonable efforts to resolve all Level 3 defects as soon as possible. Xxxxx 0 - within five (5) business days of being notified of a Level 4 defect, Identity Automation shall acknowledge its receipt of such notice to Customer, will use its commercially reasonable efforts to resolve all Level 4 defects as soon as possible.
Help Desk Support. Tier 1 provides the entry point into the help desk process, records the request, and provides initial support. The State will provide Level 1 help desk support. The Contractor shall support the State help desk with training and problem identification and resolution scripts. The Contractor shall provide the State with information, lessons learned, and best practices that the State can incorporate into its support processes. The State will use its existing ticket tracking system. Unless otherwise expressly agreed to by the Project Administrator, the State will not provide the Contractor access to the State’s ticket tracking system. Tier 1 support shall include the capture and verification of user data and provide initial triage of the problem with the goal of resolving the problem at Tier 1, where appropriate. Tier 1 support will perform activities such as user account management (e.g., new, delete, permissions, and passwords), preliminary troubleshooting, relating knowledge of policies and procedures, user assistance, monitoring system performance, logs, and other activities that support daily operations. Tier 1 support will also triage issues such as network outages, expired passwords, or other nonapplication issues that may affect performance.
Help Desk Support. During the hours of Service specified in paragraph 2, FCC will provide a client service and administration telephone help desk facility (“Help Desk”) for the benefit of the Customer. FCC shall accept calls for English language telephone support in connection with orders and Incidents during the hours of Service specified in paragraph 2 of this Schedule. For the avoidance of doubt, FCC shall be under no obligation to provide any technical assistance to the Customer’s users or additional users.
