Common use of Issue Reporting Clause in Contracts

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. 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 Severity 1 Issues must be registered via both of the followingtwo pronged steps: (1) registered via Web Portal or Email Support listed above; and then (2) reported by phone using the number designated by Moogsoft above. Lower Severity Other Issues may be registered via e-mail using the portal onlye-mail address designated by Moogsoft above. 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.