Support Process. You must report Your Product problems directly to Our designated Support organization and provide the following information: • the Grant Number; • the location of the Product; • a detailed description of the problem; • a description of the hardware on which the Software is loaded, including any serial number or service tag number where applicable; • the names and versions of any operating systems, networks, and software running with the Software, including patches and fixes; and • technical contact information (including name, phone number and email address). We may request that You take certain actions to determine whether the problem or error is related to the Product, or other item. You must reasonably cooperate with Us during this process.
Support Process. A. Prioritization. Four Js agrees to use the customer problem Prioritization Method (listed above in Definitions) for classifying customer reported problems that result in Problem Resolution Requests, and for responding to and resolving individual Problem Resolution Requests according to the Service Level Objectives (response, status, resolution times) described below. The customer may reasonably set the problem priority using the definitions in this Agreement.
Support Process a. When Licensee requires technical support, a CSC support member will open a service ticket, document the nature of the issue, assist the Licensee in collecting logs, screen captures and documenting the sequence of events or steps resulting in the issue to initiate troubleshooting and engage the necessary support resources.
Support Process. OTECH will follow a three-step process (Receive-Respond-Resolve) to attend to any reported service issue. As soon as a Service issue is received OTECH will provide an initial response based on the severity of the problem. A fix, if needed, will be provided for resolution of the issue based on the severity of the issue.
Support Process. All incident reporting and inquiries may be sent via email to xxxx@xxxxx.xxx. The XSEDE staff will provide a timely response, normally within one business day. The Campus Champions will be provided with phone numbers of relevant XSEDE staff to address urgent requests for assistance. Questions regarding the Campus Champion Program may be directed to xxxxxxxx-xxxx@xxxxx.xxx.
Support Process. In the event of a level 3 or 4 incident or a support request, contact should be made by email. Severity 1 & 2 incidents can be notified by phone and SMS.
Support Process. Notwithstanding any reference to other online or hotline support services found via any other URL’s, the only applicable contact channels for Maintenance Services related to Mendix Platform Products are found via the Mendix Support Portal, which also includes the telephone numbers for the Support Phone. Incident Reports must be reported by submitting a ticket in the Mendix Support Portal. The Mendix Support Portal provides all information about the progress and status of raised tickets. Critical incidents reported in the Mendix Support Portal have to be followed by a phone call to the Support Phone in order to immediately determine the best communication line while handling the ticket.
Support Process. After submission in the Support Portal, Standuply will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Standuply determines the root cause of the incident is the App Platform, Standuply will resolve the issue according to the assigned priority, as defined under section
Support Process. The Customer makes a request for support by phone or email. Acknowledgement of all valid requests will be made by means of the ticketing system at the offices of Medusa. The acknowledgement will be made to the originator of the request. Acknowledgement of a support request will usually be made by email Medusa will provide the Customer with a final description of the resolution of support requests.
Support Process. After submission in the Support Portal, Brainial will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Brainial determines the root cause of the incident in the Software, Brainial will resolve the issue according to the assigned priority, as defined under section 1.7 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the Software, but e.g. an external system or source that connects with the Brainial API), Brainial shall inform Customer of such fact and Brainial will have no obligation to resolve such issue. However, in such cases Brainial shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Brainial Consultancy Services. Brainial will seek Customer’s written approval and agreement to pay any related fees before performing such consultancy services.
