Technical Support Procedures. For each request by End User for Technical Support from Pulse Secure, End User shall provide Pulse Secure with a Problem Report. Pulse Secure shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by End User, Pulse Secure shall provide a "Status Report" on any Problem logged for End User provided that End User identifies the particular Problem by the Case Number assigned to it by Pulse Secure. For Problems that have been resolved, the Status Report shall include the Case Number, the closing resolution for the Problem, the expected date that a Problem Resolution will be released, and a description of any known Work-Around. For Problems that have not yet been resolved, the Status Report shall include the Case Number, a Problem Resolution plan, and a description of any known Work-Around. Each Problem logged for End User shall remain open until closure notification is received from Pulse Secure and accepted by End User. By mutual agreement between End User and Pulse Secure, Problems shall be categorized and handled according to the procedures set forth below:
Appears in 3 contracts
Sources: End User Support Agreement, End User Support Agreement, End User Support Agreement