Support Center Services Clause Samples

Support Center Services. 3.1.1. OneNeck shall provide a Support Center for receipt of Incident Reports and requests. The Support Center shall be available to Client end-user by telephone twenty-four (24) hours per day, every day of the year in accordance with the Service Level Appendix attached hereto and incorporated herein by this reference. 3.1.2. All Incidents shall be reported to the Support Center. Either Party may report an Incident. Support Center personnel shall log each Incident and shall provide an identifying number to the Client caller. All Incidents shall be logged, tracked, and reported by the identifying number. 3.1.3. The then current Support Center procedures and contact information for key Client personnel shall be included in the Management Procedures Manual. 3.1.4. OneNeck shall, upon request by Client, provide a monthly list of all calls received and recorded by the Support Center from Client. 3.1.5. For Incidents discovered by Client, Client shall collect and report the following information to the Support Center for each Incident: • Client caller location. • Name and phone number of Client caller. • Login ID of Client caller. • Application being used by Client caller, if applicable. • Details of the Incident known to Client, including error codes, if available.