Ticket Handling Sample Clauses
Ticket Handling. (1) As applicable, Frontier or Great Lakes will use its own ticket documentation for ticket sales made by that carrier.
Ticket Handling. 4.1.1. Opening a support ticket will be done through filling a “Submit New Support Ticket” (AKA “Service Request”) form in the “Customer and Partner” Portal or via a phone call to the support organization.
4.1.2. Upon receiving a service request, Cyberbit’s Support Organization shall confirm that the Service Request includes End User and technical information necessary for a timely and efficient response via email. This confirmation will include a ticket number for reference.
4.1.3. Handling of all service requests will be according to the SLA per the support program purchased by the End User (see descriptions of support programs below). During the handling of the tickets, Cyberbit's Support Organization will continuously update the End User on progress via email, phone or the web portal.
4.1.4. Ticket Resolution- a problem is considered resolved when:
i. The Software conforms substantially to its specifications as detailed in the Product Description; or
ii. End User has been advised on how to correct or bypass the error; or
iii. End User has been informed that the correction to the error will be available through a future Software upgrade or Software patch.
4.1.5. If the resolution of a ticket requires a fix to the Cyberbit product code (i.e. “Bug Fix”), Cyberbit will provide a fix in the upcoming minor or major release.