Support Incidents. 5.1. Participating Institution shall report all issues via Salesforce, through the creation of a Salesforce Case (a "Support Case"). Level I and II issues, as described in 5.2 below, should also be reported to 00X0xxx@xxxxxxxxxxxxx.xxx.
Support Incidents. A single support incident may involve several e-mails and off-line work in order to be resolved. You agree to provide BALKAN App with detailed information about the issue encountered and cooperate with BALKAN App's requests for additional information as they attempt to resolve the issue. BALKAN App support engineers will make reasonable efforts to resolve your support issues; however, BALKAN App does not guarantee that all support issues will be resolved. Bug reports and product feature suggestions are not considered support incidents, and BALKAN App is not obligated to acknowledge or address such bug reports and/or product feature suggestions.
Support Incidents. During the Term, Subscriber shall report problems to Sectigo by telephone at Sectigo’s designated support telephone number, email address, or website form, and shall furnish a full description of the problem. Subscriber shall, upon Sectigo’s request, also provide written problem descriptions and supporting technical information as required by Sectigo. Support Incidents submitted via email will be answered via email. Upon receipt of all necessary information, the Support Incident shall be classified by Sectigo into one of the four categories described in Table A. Sectigo shall respond to Support Incidents in accordance with the Priority Level assigned by Sectigo. Table B sets forth the targeted time for Sectigo to provide actions for each Support Incident based upon the Priority Level assigned to the Support Incident, as measured from receipt of the Support Incident from Subscriber to the target resolution, respectively. For a Support Incident classified as Low Priority, the Support Incident will be resolved by providing an answer to the question regarding the use or operation of SCM. For Support Incident classified as L1 Critical Priority, L2 High Priority, or L3 Medium Priority, Sectigo shall attempt to provide a bug fix or workaround as per the Performance Standards. A Support Incident may require the involvement of several Designated Contacts or a direct one to one interaction with a single technician. Response Times and target resolutions exclude code fixes, customized configuration, and product enhancements, and may include workaround solutions based on the type of Support Incident and Priority Level. Subscriber acknowledges that the target resolution of a Support Incident may vary depending on the nature and seriousness of the Support Incident, and that no guarantee is made by Sectigo as to the time within which such resolution will be completed. Sectigo may choose to defer resolution of Support Incidents until release of the next major or minor update of the Sectigo product or service.
Support Incidents. 5.1. Customer shall report all issues via Salesforce, through the creation of a Salesforce Case (a "Support Case"). Level I and II issues, as described in 5.2 below, should also be reported to 00X0xxx@xxxxxxxxxxxxx.xxx.
Support Incidents
