Support Desk. Timewax's support desk forms the second-level user support. At this support desk, the following tasks are performed: - registration of Notifications - diagnosis of Incidents and providing solutions - feedback to the first-level user support at the Client - possibly starting up the escalation process If an Incident is not the result of a defect in the Software or falls outside the scope of this Agreement, Timewax will reject the Incident. Timewax will notify this to the Client by email. Depending on the agreed Urgency Codes there will be Response Times inside which Timewax starts solving Incidents. Definitions of the Urgency Codes and the Response Times are represented in the following table. Urgency Code Description Response Time 1 Very Serious The Incident has the result that the Software is no longer 1 Working Hour available and none of the employees of the Client can work with it anymore.
Support Desk. Our customer support team who provide 1st and 2nd line support services and to whom all Support Requests must be raised using the contact details Premium (default) 24/7 Upgrade Support provided to you and your Users between: ▪ 08:30 to 18:00 EST Monday to Friday (excluding US bank and public holidays) for North American customers. ▪ 08:30 to 18:00 GMT/BST (as applicable) Monday to Friday (excluding UK bank and public holidays) for rest of the world customers. Support provided to you and your Users 24 hours a day, 7 days a week (including UK/US bank and public holidays as applicable). Note: outside of the Premium Support Hours, 24/7 Support is available via telephone only. provided from time to time.
Support Desk. Customer can telephone JOBPROGRESS’s hotline, which is available during JOBPROGRESS’s standard business hours, Monday to Friday from 8:30 a.m. to 5:00 p.m. EST (excluding national holidays or other days banks are closed in New Jersey) (“Business Hours”) to notify the JOBPROGRESS that the Software fails to perform in accordance with the Documentation. During those days, and between the hours of 5:00 p.m. to 8:00 p.m. EST Customers in the Central, Mountain and Pacific time zones may leave a message for the support staff. JOBPROGRESS's support staff will use commercially reasonable efforts to resolve an identified problem promptly meeting the service levels set forth in Exhibit C; provided, Customer provides JOBPROGRESS with sufficient information that is available to Customer, to reproduce the defect in question. If JOBPROGRESS is unable, after repeated efforts to remedy any Severity 1 or Severity 2 service level issues, JOBPROGRESS may terminate this Agreement by giving Customer written notice to such effect and refunding to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available; provided, however, if the Software is the subject of a “Severity 1” or “Severity 2” service level issue (as defined on Exhibit C hereto), then if such defect is not remedied within five days of JOBPROGRESS learning of such defect, the Customer shall have the right to terminate this Agreement by giving JOBPROGRESS written notice to such effect and JOBPROGRESS will refund to Customer a pro rata portion of the prepaid monthly fee paid by Customer based on the amount of such month that the Software is not available.
Support Desk. During the Work Order Term and any Transition Period, Customer will have access to a Sabre Support Desk twenty-four (24) hours a day, seven (7) days a week, accessible via the internet, email, teletype and/or telephone support. The Support Desk will be responsible for facilitating the Second Line of Support. A Support Desk coordinator will be responsible for logging and tracking Errors after they have been reported by Customer, contacting the Customer’s Technical Coordinator, if deemed necessary, to confirm receipt of an Error report and determining the priority level of the Error. In the event the parties disagree on the severity level placed by Sabre on any Error, the Customer may escalate to the Sabre Account Director, and may further escalate to Sabre Regional Vice President, for discussion and agreement. Error levels will be determined as follows:
Support Desk. Customer will be entitled to receive support 7 days a week from 7 AM and 7:00 PM (“Support Hours”) Central Time for Level 1 issues. Customer will be entitled to receive support for all other issues between 8 AM – 5 PM Central Time (“Business Hours”), Monday – Friday except for any NYSE holidays (“Business Days”). Response time commitments, communication update intervals, and priority level definitions for each issue type are defined in the table below. Priority Level Priority Level Description Initial Response Commitment Update Commitment, unless otherwise agreed by the parties Level 1 System is impaired and users cannot access Application Services due to Blaze caused issue and no acceptable workaround exists. 1 Support Hour Every 2 Elapsed Support Hours Level 2 Users can access Application Services, but a data integrity issue exists or functionality is working at degraded capacity and no acceptable workaround exists 4 Business Hours Every 4 Elapsed Business Hours Level 3 Users can access Application Services, but a minor piece of functionality is not performing or where a workaround exists to an issues that would otherwise be Xxxxx 0 or Level 2. 1 Business Day Every 5 Business Days Level 4 Anything that does not meet the definitions of Level 1-3 above. 5 Business Days As appropriate
Support Desk. During the Subscription Period, one or more Customer's designated and agreed between Customer and Planon Customer application manager (each a “Customer Application Manager”) is granted access to technical support as set forth in this article and all Named Users are granted access to Planon’s online interactive support environment. A Customer Application Manager may report a request or issue related to Planon SaaS Services in production environment as provided in article 3.5 below. Such request or issue, will be provided by the Customer Application Manager with a clear description thereof, a Customer request number and urgency level (together “Incident”) to the Planon support desk (“Support Desk”), either: a) by phone, b) by email, or c) via the Planon website as further detailed in the most current version of the Planon Support Handbook. Customer will receive a corresponding Planon incident number and an indication of when the feedback can be expected.
Support Desk. ATSI shall maintain a designated call-in desk from 9:00 a.m. to 5:00 p.m. eastern standard time to respond to requests for assistance from Global and other users of the Booking Engine. Notwithstanding the foregoing, in the event that the provisions of Section 7.2 apply, ATSI shall respond within four hours.
Support Desk. The Service Provider will provide the details to lock a complain to the Customer and also provide the escalation matrix to the customer.
Support Desk. The Support Desk will act as a single point of contact for all incidents. • Tickets will be automatically raised upon contact. xxxxxxx@xxxxxxxxxxxx.xxx • By phone – UK +00 (0) 000 000 0000 US +0 000 000 0000 Service parameters of the Support Desk Acceptance of incident reports. By phone 9.00 to 17.00 CET (Mon to Fri) By email 24hr on 365/366 days a year. Response time – initial interim report. Response time 1 hour. Additional interim reports. If there are significant changes in the incident status or for severity 1 incidents no later than 8 hours. Feedback – completion notification. After the incident has been closed. RCA (Root Cause Analysis). In case of severity 1 incidents, an RCA will be provided by the service manager.
Support Desk. Timewax's support desk forms the second-level user support. At this support desk inter alia the following tasks are performed: - registration of Notifications - diagnosis of Incidents and providing solutions - feedback to the first-level user support at the Client - possibly starting up the escalation process If an Incident is not the result of a defect in the Software or falls outside the scope of this Agreement, Timewax will reject the Incident. Timewax will notify this to the Client by email. Depending on the agreed Urgency Codes there will be Response Times inside which Timewax starts solving Incidents. Definitions of the Urgency Codes and the Response Times are represented in the following table. Urgency Code Description Response Time 1 Very Serious The Incident has the result that the Software is no longer available and none of the employees of the Client can work with it anymore. 1 Working Hour 2 Serious The Incident has the result that one or several parts of the Software is/are no longer available and some employees of the Client cannot work with it anymore or experience problems from this. 4 Working Hours 3 Slight The Incident has the result that one of the Client's employees cannot work with the Software anymore or experiences problems with it. 2 Working Days 4 Very slight Questions or requests not relevant to the operational functioning of the Software. 5 Working Days Timewax will always handle a reported Incident of Urgency Code 1 within the Support Window on the same Working Day. For the performance of the work there is a Support Window of the support desk during Working Hours on Working Days from Monday through Friday. The support desk can be reached by: - telephone +31 35 - 000 00 00 - email xxxxxxx@xxxxxxx.xxx Only in very exceptional cases and only at Timewax's discretion will Timewax offer Support on the Client's location to remedy an Incident. Providing Training to users of the Client is not part of the work of the support desk. At the Client's request Timewax will make a separate proposal for Training that is not a part of this SLA.
