PROCESSING CUSTOMER REQUESTS Sample Clauses

PROCESSING CUSTOMER REQUESTS. 4.1. Introduction a) All crisis incidents must be submitted to Alfabet BD GmbH Global Support by telephone. When submitting Security Incidents to Alfabet BD GmbH Global Support, Customer must indicate this aspect to the support representative or set the security flag in the support ticket if reported via customer support portal. b) Global Support will respond within the defined reaction time. For critical and standard severity incidents, the active support region will initiate work on the solution. When the ATC’s default support region comes online, it will take over the ownership of the incident. c) After the default region takes ownership of the incident, critical and standard incidents will be progressed only during the business hours of the ATC’s default region. d) Default region of an ATC is the region where that ATC is located or has opted to define that region as their default region. For example the default region of an EMEA customer is EMEA, however an EMEA ATC may opt another region, say AME as their default region e) On non-Business Days Customer must always report critical and standard incidents through Alfabet Support Portal and must follow up with Global Support service provider via telephone in order to receive an initial response from Global Support based on the agreed upon reaction time. The reaction time is measured from the time the Customer gets in contact with a Alfabet BD GmbH Support Engineer. f) During after-Business-Hours and non-Business Days, all communication will be in English only. g) When reaching Alfabet BD GmbH Global Support by telephone, Customer is to provide the incident/ticket number so that work on the incident can commence. h) Alfabet BD GmbH Global Support has no obligation to solve the Customer’s issue within the reaction or any other time frame. i) Management Assistance Process will be halted once Customer is provided a potential resolution and until Customer has tested the solution. If Customer informs Alfabet BD GmbH Global Support that the resolution hasn’t resolved the problem, Management Assistance Process will resume.