Support Cases Sample Clauses

Support Cases. Each Support Case will be assigned a case number. Customer must provide the number when providing communications to LogRhythm regarding the Support Case.

Support Cases. A database of support cases logged by Company, where Company can review existing cases and add new ones.

Support Cases. 3.7.1. The Service Desk currently operates to the following performance targets for standard usage issues: 3.7.1. 1. 98% of Severity 1 Cases will be resolved within 3 working days

Support Cases. Each Support Case shall: (a) designate the Severity Level of the Error in accordance with the definitions in Table 1; (b) identify the Customer account that experienced the error; (c) include information sufficiently detailed to allow Abnormal to attempt to duplicate the Error (including any relevant error messages, but not export-controlled data, personal data (other than as required herein), sensitive data, other regulated data, or Customer Data); and (d) identify the Customer Contact most familiar with the issue. The Customer Contact shall also give Abnormal any other important Support Case information requested by Abnormal in a timely manner. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level 4. If Customer Contacts submit Support Cases related to enhancement or feature requests, Abnormal shall treat those tickets as closed once the request has been forwarded internally. (1) Hour Commit appropriate resources to provide additional information as needed. Make reasonable efforts toapply solutions quickly. Severity Level 2 (High) An Error that (a) causes the Service to operate in a degraded condition with a high impact to key portions of the Service or (b) seriously impairs Customer’s use of material function(s) of the Service and Customer cannot reasonably circumvent or avoid the Error without theexpenditure of significant time or effort. Two (2) Business Hours Commit appropriate resources to be available to provide additional information as needed. Make reasonable efforts to apply solutions upon receipt. Severity Level 3 (Normal) An Error that has a medium-to-low impact on the Service. The Service is (a) running with limited functionality in one or more areas or (b) experiencing intermittent issues. Customer can access and use the material functionality of theService. Eight (8) Business Hours Monitor and respond as necessary. Docusign Envelope ID: 46B92AA3-E58B-42A0-9321-E208F1E77687