Help Line Clause Samples
A Help Line clause establishes a dedicated point of contact, such as a phone number or email address, for parties to seek assistance or report issues related to the agreement or its subject matter. Typically, this clause outlines the availability of support, the types of inquiries that can be made, and the expected response times. Its core function is to ensure that parties have a clear and accessible channel for obtaining help or resolving problems, thereby promoting effective communication and timely issue resolution.
Help Line. 4.1 The Company provides a Helpline to report incidents and requests from the Customer.
4.2 If an Incident or Request occurs in Business Hrs the Customer should log a ticket via the self service portal to obtain support,
4.3 If unable to log a ticket via the self service portal the Customer should email the request.
4.4 If unable to use Self service of email then the ticket should be called through to the Help Line
4.5 The Help Line is manned during core business hours; on receipt of a call any incident will be allocated a unique reference that the Company will use to track the life of the issue.
4.6 The Helpline number, is;
4.7 If an Incident occurs outside of Business Hrs the Out of Hours number must be called. During noncore hours the Company do not monitor the ticket system.
4.8 Out of Hours calls should be used for business critical issues
4.9 The Out of Hours number, is;
Help Line. Licensee shall designate one of its employees to be Licensee's primary contact regarding VeriFone's support of the VeriFone Software ("Licensee Support Representative") and inform VeriFone of the identity of such Licensee Support Representative and any changes thereto. VeriFone will maintain a telephone help line that may be accessed by the Licensee Support Representative to report Program Errors from Monday through Friday (except on standard VeriFone holidays), during normal business hours (9 a.m. - 5 p.m., Pacific Time) via telephone and electronic mail, at numbers and addresses made known by VeriFone to Licensee on the Effective Date as may be changed by VeriFone from time to time. Licensee shall ensure that the Licensee Support Representative will attend or has attended any training classes that VeriFone may from time to time offer in connection with the VeriFone Software.