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.
Appears in 2 contracts
Sources: Resale Agreement (Mobile Iron, Inc.), Resale Agreement (Mobile Iron, Inc.)