Common use of Technical Support Procedures Clause in Contracts

Technical Support Procedures. For each request by End User for Technical Support from Juniper Networks, End User shall provide Juniper Networks with a Problem Report. Juniper Networks shall identify each discrete issue relating to a Problem Report with a unique "Case Number" for tracking purposes. Upon request by End User, Juniper Networks 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 Juniper Networks. 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 Juniper Networks and accepted by End User. By mutual agreement between End User and Juniper Networks, Problems shall be categorized and handled according to the procedures set forth below: i) P1 – Priority 1