Incident Support. During the Subscription Term, Glean will make available to Customer as part of the Service all generally available updates and bug fixes to the Service. For technical information and support regarding Customer’s use of the Service, Glean maintains a support portal which Customers may use to submit, view status, and update Support incident tickets submitted to Glean (“Incidents”). Only Incidents submitted through the Glean support portal will be eligible for the service level response times identified in this Customer SLA. While Glean may offer other communication channels for collaboration, including email, phone, or online chat, service level response times cannot be tracked accurately outside of the Glean support portal.
Appears in 4 contracts
Sources: Customer Support Service Level Agreement, Customer Support Service Level Agreement, Customer Support Service Level Agreement