Issue Reporting Sample Clauses

Issue Reporting. AT&T shall document and report all outages, suspected errors or malfunctions of the Connected Cloud (including Software) to Supplier via e-mail or Supplier’s bug tracking system, and cooperate with Supplier in its bug investigation by phone, email, and through Supplier’s bug tracking system. Supplier will provide AT&T with a trouble ticket number that AT&T will use to track the status of any confirmed error or malfunction in the Connected Cloud (i.e. any confirmed failure for the Connected Cloud to meet the Supplier specifications described in the Documentation). Supplier reserves the right to close the trouble ticket without further responsibility if AT&T does not provide appropriate feedback to Supplier [* * *] of receiving a patch or workaround, or if AT&T fails to respond to a request for additional information. Supplier shall issue credentials to select AT&T personnel (as requested by AT&T) that allow those personnel to open trouble tickets. AT&T shall take the appropriate measures to insure that AT&T personnel are properly trained in the Supplier Connected Cloud prior to requesting trouble ticket credentials. Supplier shall have no obligation to respond to requests for support from anyone other than the AT&T personnel that have been issued trouble ticket credentials by Supplier.

Issue Reporting. As further detailed in Appendix DD, AT&T may report outages, suspected errors or malfunctions of the Solution to Supplier via e-mail or Supplier’s bug tracking system, and cooperate with Supplier in its bug investigation by phone, email, and through Supplier’s bug tracking system. Supplier will provide AT&T with a trouble ticket number that AT&T will use to track the status of any error or malfunction in the Solution. Supplier shall issue credentials to select AT&T personnel (as requested by AT&T) that allow those personnel to open trouble tickets. AT&T shall take the appropriate measures to insure that AT&T personnel are trained in the Solution prior to requesting trouble ticket credentials.

Issue Reporting. The Customer should inform the AppGeo point of contact and provide as much information about the failure as possible including the date and time that the failure began, and the types and numbers of users affected. The Customer is free to report issues regarding the following to the AppGeo point of contact, however, AppGeo will not consider such issues to be failures that are subject to this agreement.

Issue Reporting. Customer shall document and report all outages, suspected errors or malfunctions of the Cloud Service (including Software) to MobileIron via email or MobileIron’s bug tracking system, and cooperate with MobileIron in its bug investigation by phone, email, and through MobileIron’s bug tracking system. MobileIron will provide Customer with a trouble ticket number that Customer will use to track the status of any confirmed error or malfunction in the Cloud Services (i.e. any confirmed failure for the Cloud Service to meet the MobileIron specifications described in the Documentation) (“Confirmed Error”). MobileIron reserves the right to close the trouble ticket without further responsibility if Customer does not provide appropriate feedback to MobileIron within thirty (30) days of receiving a patch or workaround, or if Customer fails to respond to a request for additional information. Customer shall name up to two (2) designated contacts (“Designated Contacts”) who shall be trained in the use of the Cloud Service and MobileIron shall have no obligation to respond to requests for support from anyone other than the Designated Contacts.

Issue Reporting. The primary way to notify nexB of an issue is to create a Request in our Customer Support System (CSS) which requires a Web browser for access. When your Subscription for DejaCode starts, you will be invited to register with our Customer Support System. We recommend creating two contacts for your organization (one primary and one backup). Once you are registered, you can enter a Request directly or by email. Please provide as much information as possible about how to replicate the problem you are experiencing. We will replicate the issue to verify it and provide a solution. Many issues may require a temporary workaround before a permanent fix is available. When you create a ticket, please rate the Severity of the issue according to the Severity Descriptions in the table below. Severity Level Severity Description Response Time Workaround Time Permanent Solution Time for Temporary Workaround 1 Critical problem that blocks functional usage of the Software. Up to 6 business hours to respond Up to 24 business hours for a workaround Up to 10 business days 2 Software functionality or performance is materially impaired. Up to 12 business hours to respond Up to 3 business days for a workaround Up to 15 business days 3 Software functionality or performance is not materially impaired. Up to 48 business hours to respond Up to 10 business days for a workaround Best effort for next release When nexB provides a Workaround for an issue, the Severity of that issue is downgraded to a lower level. If you need to speak directly to nexB about a Request because of its Severity Level or because you want to request an escalation, you contact us by telephone at +▇ (▇▇▇) ▇▇▇-▇▇▇▇ during nexB’s normal business hours which are Monday to Friday, 8 AM to 6 PM Pacific time, excluding US holidays. nexB releases software Updates on a quarterly cycle (calendar quarters). Each Update will normally include “permanent” fixes for bugs and enhancements plus updates to License and Component data. nexB provides technical support for the current maintenance release plus the two prior releases. DejaCode Dataspaces are designed so that you can customize your License and Component data and still receive License and Component data updates from nexB without losing your changes. All Content updates from nexB are applied only to the nexB Reference Dataspace (Cloud or On-premises).

Issue Reporting. Issues reported to Technical Support should generally be within the following categories: i. Application Failures: Behavior adversely affects the day-to-day operation of the Software. ii. Application Errors: Errors encountered by users as a result of normal usage. iii. Unexpected Results: Behavior is not what is expected, but there is no application error. Examples might include, a failed task, unexpected search results, inability to log in, or assets not ingesting.

Issue Reporting a) Gather information regarding Issue symptom(s). b) Provide steps to recreate the Issue. c) Provide any applicable logs or diagnostics. d) Reasonably determine and provide evidence that it is a Product Issue. e) Disclose any recent changes in the Product configuration, usage, underlying operating platform, environment and/or data that may have caused or contributed to the Issue. f) Register Issue with Moogsoft Support Services, by the End User Technical Contacts and during the Normal Working Hours. g) Severity-1 and 2 Issues must be registered via both of the following: (1) registered via Web Portal and then (2) reported by phone using the number designated by Moogsoft above. Lower Severity Issues may be registered via the portal only. h) Participate with Moogsoft in ongoing Issue information gathering, investigation and analysis. i) Re-test, or validate Moogsoft Work-around or Fixes. j) Provide access to the End User resources such as, but not limited to, Database, Network, Security and Operating System Administrators responsible for systems running Moogsoft application(s) supported.

Issue Reporting. Issue reporting can be made via support channels defined above. Issues will be categorised as either “software” or “service”, and prioritised based on severity as determined by Living Map, considering customer views on severity. Issue and severity matrices will be provided for reference on the Service Desk interface. Issues will be assessed and prioritised, then added to a suitable release cycle if technical resolution is required. The categorisation and prioritisation of issues allows the Living Map Customer Support team to triage and position requests in the Service Desk issue backlog. The tables below provide guidance on categorising and specifying a priority in addition to the corresponding response times for each level. 5 Service-based Issues Service-based issues relate to the background services and infrastructure which supports the operation of software reliant upon them. Issues may arise from availability and speed of services, restrictions due to authentication issues, and incorrect values being returned from services. Priority Description Acknowledge Assessed Resolved* P1 Critical All or significant part of service unavailable for majority of users 30 minutes 1 working hour 4 working hours P2 High Part of service unavailable for minority of user base 30 minutes 1 working hour 8 working hours P3 Medium Standard issue for low user volume against non-critical services 30 minutes 2 working days 5 working days P4 Low Cosmetic or minor service issue 30 minutes 3 working days In release cycle * Resolution to happen within defined period 6 Software-based Issues Software-based issues relate to the programming and code of the Living Map software and software-development-kits (SDKs). Issues may arise from compatibility issues with operating system versions, crashing issues due to unexpected operation, and usability issues. Priority Description Acknowledge Assessed Resolved* P1 Critical All or significant part of software unavailable or unusable for majority of users 30 minutes 1 working day 5 working days† P2 High Part of software unavailable or unusable for minority of user base 30 minutes 2 working days By arrangement P3 Medium Standard issue for low user volume against non-critical software issues 30 minutes 2 working days In release cycle P4 Low Cosmetic or minor software issue 30 minutes 3 working days In release cycle * Resolution to happen within defined period † In order to prevent critical service disruption, Living Map will attempt to circumvent t...

Issue Reporting. The Client shall designate one or more power users to request and receive support services from SpryPoint. These users must be trained on the SpryPoint applications for which they initiate support requests. To report an issue, submit a support request by: • Support widget (must be enabled in-app) • SpryPoint Helpdesk Portal - ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇ • E-mail – ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇ • Phone - 855.TRY.▇▇▇▇ Issue reporting shall be available twenty-four (24) hours a day, seven (7) days a week, and 365 days a year. Before reporting an issue, Client’s personnel must collect as much of the following information as possible: Date and Time When did the issue start Product/Function SpryCIS – Meter Reading General Description Describe the issue you are experiencing as well as the expected results Replication How to replicate the issue Severity Per the severity levels defined in this document Operating System iOS, Android, Windows, MacOS Device iPad, Chromebook, Microsoft Surface, MacBook Browser Chrome, Safari, Edge, Firefox Screenshots Screenshots of the error will help with troubleshooting Support requests are submitted to report issues. SpryPoint’s Customer Success Team will address tickets according to the Severity Level. The SpryPoint team will determine the cause of the issue and begin the process for correction and/or remediation. Some possible causes of an issue to be reported are: