Procedure to follow before requesting assistance Sample Clauses

Procedure to follow before requesting assistance. Before requesting assistance from Scolab, the Customer should ideally comply with all published procedures on operating the Application and troubleshooting. If such efforts do not resolve the Failure, then the Customer shall promptly notify Scolab. However, before contacting Scolab for assistance, the Customer must ensure that the following conditions are met: ● To the extent possible, the alleged Failure is repeatable; ● The Customer’s contact people possess technical knowledge of the Application and any other software or hardware systems involved, as well as knowledge of the facts and circumstances relating to the Failure; ● The Customer’s contact people shall have unrestricted access to the entire hardware system in question, including all software and hardware components, during any communication with Scolab support personnel; ● If requested and required, the Customer shall make the technical contact person available to Scolab personnel during the Service Hours for Failures. Scolab reserves the right to suspend all work on any Failure during periods in which the Customer fails to provide access to a technical representative as required or to provide data necessary for the continuing resolution of the Failure.
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