Common use of SUBMITTING SUPPORT REQUESTS AND ACCESS Clause in Contracts

SUBMITTING SUPPORT REQUESTS AND ACCESS. 4.1. The Customer may request Support Services only by way of a Support Request submitted by such persons as the Customer shall nominate from time to time. 4.2. Each Support Request shall include a description of the problem and the start time of the incident. 4.3. The Customer shall provide the Supplier with: 4.3.1. prompt notice of any Faults; and 4.3.2. such output and other data, documents, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to the Supplier in writing) remote access to the Customer’s IT system, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request. 4.4. All Support Services shall be provided from the Supplier's office. 4.5. The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access at the Customer’s site to the Customer’s system and the Customer's files, equipment and personnel. 4.6. The Customer shall provide such access promptly, provided that the Supplier complies with all the Customer's security requirements and other policies and procedures relating to contractors entering and working on the Customer’s site notified to the Supplier.

SUBMITTING SUPPORT REQUESTS AND ACCESS. 4.1. 4.1 The Customer may request Support Services only by way of a Support Request submitted by such persons as the Customer shall nominate from time to timeRequest. 4.2. 4.2 Each Support Request shall include a description of the problem and the start time of the incidentincident and sent to the Supplier’s online ticketing system at ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ 4.3. 4.3 The Customer shall provide the Supplier with: 4.3.1. (a) prompt notice of any Faults; and 4.3.2. (b) such output and other data, documents, information, assistance and (subject to compliance with all Customer's security and encryption requirements notified to the Supplier in writing) remote access to the Customer’s IT system, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request. 4.4. All Support Services shall be provided from the Supplier's office. 4.5. 4.4 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access at the Customer’s site to site, the Customer’s Customer IT system and and/or the Customer's files, equipment and personnel. 4.6. 4.5 The Customer shall provide such access promptly, provided that the Supplier complies with all the Customer's security requirements and other policies and procedures relating to contractors entering and working on the Customer’s site Customer Site notified to the Supplier.