Support Desk Clause Samples
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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:
Level 1 A complete loss of service of the System or “Critical Business Function”. The System is inoperable and work cannot continue.
Level 2 A severe loss of service of the System. Problem affects a Critical Business Function, however, use of the System can continue in a restricted fashion.
Level 3 A moderate loss of service of the System. A workaround is available permitting use of the System’s functionality. Level 4 – No loss of service of the System. Problem is minor and no workaround is required. Customer may report a System Error by contacting the Sabre Help Desk using any of the following methods: • Internet Access: Go to “▇▇▇▇://▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇.▇▇▇/” • Email: Send to ▇▇▇.▇▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇ • Teletype: Send to SAAHD1S • Phone in Mexico: ▇▇-▇▇▇-▇▇▇-▇▇▇▇ or ▇▇▇-▇▇▇-▇▇▇-▇▇▇▇. Note: all Level 1 Errors are to be reported by telephone, if possible, for the quickest response.
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. The primary function of the support desk is to provide customers with a central point of contact for reporting and progressing problems arising from the use of the service. Customers may also request general assistance, enquire on service status and availability, or discuss any other service related issues. Scheduled Support Desk service hours are : 09:00 - 17:00 Mon - Fri. The Support desk can be contacted on 0191 5009746 during the above hours or by emailing ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇. All reasonable means will be used to resolve problems for the Customer. CHI will agree with the Customer a resolution plan and will endeavour to make every effort to adhere to the resolution plan as far as it is in their power to do so.
Support Desk. 3.1 The Supplier’s support desk exists to provide a channel for the Customer to log and resolve incidents relating to the Package
3.2 The Supplier’s support desk shall provide functional support including the following processes:
a) Logging incidents into the Supplier’s support call database. For the Supplier to resolve the Customer’s issue, the Customer must provide as much relevant information as possible about the issue.
b) Generating unique reference numbers for each new incident.
c) Agreeing the severity of the incident with the Customer and agreeing the priority of the issue’s resolution.
d) Reviewing the status of logs to ensure the correct priority is assigned.
e) Acknowledging the receipt of all e-calls and provide daily updates on critical issues.
f) Escalating the incident to other relevant departments within the Supplier’s team, where required.
g) Reporting on support logs at a frequency agreed with the Customer. The detail and nature of such support will be agreed with the Customer.
h) Providing interactive support / remote access support (with the permission of the Customer), where required.
3.3 If it appears that the Customer’s staff require training on specific modules or technical areas, the support desk will liaise with the Customer.
3.4 Where possible, the Supplier recommends that the Supplier’s support desk is given permission for remote access to the Taranto Android software.
3.5 An incident can be logged via:
a) the online web portal;
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. Throughout the System Warranty Period, and during Seller’s normal business hours, excluding weekends and all holidays observed by Seller, Seller shall provide telephone assistance through which Purchaser shall have access to appropriately trained technical personnel.
Support Desk. The Support Desk will act as a single point of contact for all incidents. • Tickets will be automatically raised upon contact. ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ • By phone – UK +▇▇ (▇) ▇▇▇ ▇▇▇ ▇▇▇▇ US +▇ ▇▇▇ ▇▇▇ ▇▇▇▇ 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. The Service Provider will provide the details to lock a complain to the Customer and also provide the escalation matrix to the customer.