Common use of Support Desk Clause in Contracts

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. 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.Time