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