Support Tiers Sample Clauses
The Support Tiers clause defines different levels of customer support services provided by a company, typically based on factors such as subscription level, urgency, or type of issue. It outlines the specific response times, available support channels (like email, phone, or chat), and the scope of assistance for each tier. By categorizing support into tiers, this clause ensures that customers understand what level of service they are entitled to and helps manage expectations and resource allocation for the service provider.
Support Tiers. Nuix support is accessed through the (a) Nuix Support Portal: ▇▇▇▇▇▇▇.▇▇▇▇.▇▇▇ (or other such URL as Nuix makes available from time to time) and (b) the other methods detailed below. The support issue will be logged by the Nuix support teams based in the United Kingdom, the United States, and Australia (“Support Team”). The Nuix Support Portal is operational 24 hours Monday through Friday. Except as provided otherwise below, Support coverage over weekends is excluded from the scope of this Support Agreement. Upon receipt of a support request, the Support Team will respond as detailed below. Except as provided otherwise below, all response times are during standard business hours as described above. Customer will receive immediate email notification of receipt of a support request and the support issue will be dealt with according to its priority and support tier:
A. NUIX STANDARD SUPPORT TIER:
i. Method of Access: Nuix Support Portal.
ii. Nuix Response Method: Nuix Support Portal. Priority Definition Response Time
B. NUIX BUSINESS SUPPORT TIER:
Support Tiers. The Parties agree to determine the medium and venue for the sharing of release notes and/or other similar information. In addition, technical support documentation is captured in Plume’s learning management system which Provider will be able to access on demand and as often as needed, as well as on Plume’s support page (https: /▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇▇▇.▇▇▇/) and through ongoing webinars. installations and configurations. Provider technical support staff provides problem diagnostics services for identifying problems and generic application faults, analysis and where possible, problem resolution. Provider technical support staff will leverage tools such as Frontline Tier 1, Plume support knowledge base, Provider case management system and order management system. identified problems. Provider technical support staff will leverage all available tools for Tier 1 and in addition also use the Plume Frontline Tier 2/3 tools. ● OpenSync Integrated Non-Plume Platforms: Provider technical support staff are required to review the device logs in partnership with the ODM if available and applicable. If no resolution can be found or if the issues identified are within OpenSync, Plume Cloud or the Plume Apps, then escalate to Tier 3 Support. Issues pertaining to hardware faults, system driver, DOCSIS/WAN, VOICE are outside the scope of Plume Support and shall be dealt with by the respective ODM. ● OpenSync Integrated Plume Platforms: Provider technical support staff to escalate issues to Tier 3 Support if no resolution can be found or if they are related to OpenSync, Plume Cloud or either of the Plume Apps.
Support Tiers. Support requests raised by the Client will be handled by three tiers of support:
Support Tiers. (1) Tier 1 support means support provided during the first contact with a user requesting support.
(2) Tier 2 support means support provided during the initial escalation of an unresolved issue to a general engineer or subject matter expert.
(3) Tier 3 support means support provided by a senior engineer.
Support Tiers. On the Effective Date and every year thereafter, Cooperative shall elect into one of the Program’s primary support tiers (Red, Blue, or Orange), as identified and described in the attached Exhibit A, using the form and procedure provided in Exhibit C. The Red Support Tier is at no charge to Cooperative so long as it qualifies pursuant to Section
Support Tiers. The Poppulo support team is structured in two tiers. All incoming queries are channeled through to Tier 1 support, where queries are assessed, categorized, escalated when appropriate, responded to and often resolved.