Support Tickets. A “Ticket” is defined as a request for support entered via the Aqua Support Portal (defined below), associated with the Licensee accounts, and given a unique identifier. All times associated with a Ticket shall be governed by timestamps of activity in the Aqua Support Portal.
Support Tickets. When a client contacts the NSC by email, telephone or via the web, the support center personnel will create a support ticket. The NSC utilizes a system to monitor support tickets and track resolutions. These tickets can provide a historical reference of client issues.
Support Tickets. A. Some support service products offered by Artefactual entitle Client to a limited number of “Support Tickets”, which may be redeemed by Client to request technical support services from Artefactual that fall outside the basic services guaranteed under this Agreement.
Support Tickets. Customer’s authorized contacts may submit support tickets (“Tickets”) through an online portal - 7 days a week / 24 hours a day. Customer will designate a limited number of authorized contacts to be the point of contact for submitting Tickets and communicating with HRC to resolve Tickets.
Support Tickets. All requests are recorded as Support Tickets in the Jedox Support Portal including • the date of the reporting, • the time of the reporting, and • a detailed description of the priority classification The workflow for Support Ticket resolution is entirely traced within the Jedox Support Portal: all activities for any IT operations professional involved in the process are documented. The CUSTOMER’s contact per- son itself has direct access to the Support Portal, so that the progress of reported issues can be monitored and kept updated on a self-serviced basis. The following terms, workflows and services shall have the following meanings: Ticket means a single assisted support request that is logged into Jedox Support Portal and relates to a specific question or issue within the product (for example, the use of a specific documented feature of the product or assistance with a specific problem or error message). A single support case can involve multiple e-mails, remote sessions, off-line research and/or scheduled phone calls. Additionally, JEDOX Support Services personnel may be in contact with the CUSTOMER’s contact person by phone or e-mail, in order to periodically report and collaborate on the progress of the open Ticket. Direct access to the JEDOX Support Services personnel is not foreseen in general and is under the sole decision of JEDOX on a case-by-case basis. Ticket Status is defined in the following ways and refers to workflow steps for capturing, validation, esca- lation and/or tracking of customer case(s): Status Definition New Cases that have been logged into Jedox Support Portal but have not yet been assigned to a Jedox Support team member. The case will be assigned to the next available team member, during business hours, who will review the case, define the severity, and start working towards a restoration. Open Defined as case that has been assigned to a Jedox Support team member. Pending Defined as case where Jedox Support is waiting for additional information from CUSTOMER Restored Defined as case that has been resolved either by workaround, one-time or permanent solution Closed Defined as case that has been processed and confirmed to be resolved. Confirmation to close can either be given explicitly or implicitly.
Support Tickets. Support Tickets can be created by contacting Ziggo by telephone or sending an email. All intervention requests received by e-mail or by telephone are categorized in the “Standard” priority, unless mentioned otherwise. 1502132 - 2637
Support Tickets. Each intervention should be requested by creating a Support Ticket on the XxXxxxx.xxxxxxx.xx website. Support Tickets can be created 24 hours a day, 7 days a week, 365 days a year. The correct topic and priority should be selected. The topic will determine the highest priority that can be selected. If the request, written in the Support Ticket, is not in accordance with the selected topic, the topic will be corrected and the applicable priority will be assigned, taking into account that the maximum priority depends on the topic of the Support Ticket. Alternatively Support Tickets can also be created by contacting Telenet by telephone or sending an email. All intervention requests received by e-mail or by telephone are categorized in the “Standard” priority. In order to create a Ticket with a higher priority (e.g. Critical 24/7 intervention outside business hours) the Customer needs to use the website. The Customer can follow up the status of any Support Ticket and add comment using the Account Manager (web interface).
Support Tickets. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the INNOQUANT customer support help desk for the applicable Service, in accordance with INNOQUANT procedure for reporting support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist INNOQUANT with the diagnosis and resolution of the Event to the extent required for support tickets. Such ticket must be logged within twenty- four (24) hours of your first becoming aware that the Event has impacted your use of the Service.
Support Tickets
