Common use of Support Process Clause in Contracts

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. b. A strict “one issue per ticket” policy is enforced. This allows the CSC Agility Platform Support Team to work multiple issues simultaneously with the Licensee, ensuring each request or issue is handled appropriately and documented correctly.