Requesting Support Services Sample Clauses
Requesting Support Services. Within the Customer’s Support and Service Policies contained in the Agreement, the Customer is asked to identify authorized Technical Contact(s) who will contact Application Support when needed. PowerSchool provides an extensive knowledgebase for Technical Contacts to access Tier 0 support (self-service support) for themselves and their district/school via the Customer Portal. Support Service requests and incident reporting must be submitted through one of methods listed below. • Submit a Case through the Customer Portal (▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ or current URL provided by PowerSchool) • Submit a Case through email (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇.▇▇▇) • Open a Case through telephone (▇▇▇-▇▇▇-▇▇▇▇ / 916-288-1881)
Requesting Support Services. The Administrator may contact support via telephone and e-mail through the Customer Support Portal. P1 and P2 Incidents must be logged by telephone. Customer must check the Trust Center to determine whether there is scheduled downtime prior to contacting Supplier. All Cases must include a reasonably detailed written description of the decrease in functionality or performance and impact of the SaaS Service. Any Supplier time spent in the Resolution of a Case that is ultimately determined by Supplier, after using commercially reasonable efforts, not to be a Supplier side defect, shall be reimbursed by the Customer on a time and materials basis.
Requesting Support Services. When requesting Support Services from FireEye under this Agreement, Customer should have the following information available to provide to FireEye, if requested: (i) detailed problem description, including operating system (“OS”) version, Product model and serial number(s), of the affected Product, and a detailed description of the troubleshooting that has already been done to try to resolve the problem; (ii) detailed system log files; (iii) configuration and login details to allow FireEye access as needed to the Products via the Internet for the purpose of providing support services and permissions needed in order for FireEye to conduct such remote access; (iv) a detailed description of changes to the environment; and (v) Customer’s unique ID, Account ID, the serial number(s) of the Product(s) covered by this Agreement or other unique customer identifier as assigned to Customer by FireEye. Customer acknowledges and agrees that failure to have any or all information or access available as needed by FireEye in order to provide the Support Services may result in delays in FireEye’s response, may hinder FireEye’s ability to perform the Support Services and/or may cause incorrect Support Program fulfillment. FireEye will not be responsible for any such delays and inability to perform due to causes not due to FireEye.