Ticket System. The company will provide and maintain an electronic system (Ticket System) enabling the Customer to raise reports. The Ticket System can be accessed through the company's customer portal at xxxxxxx.xxxxxxxxxxxxxxx.xxx or via email at xxxxxxx@xxxxxxxxxxxxxxx.xxx . Customer Contacts will be issued with a secure user login id and password. Once a ticket is created an email will be sent to our technical team immediately and you the customer will also receive an acknowledgement email. Also, an email will be sent to you as the ticket is updated till completion. The response time will be agreed with you and defined in your Service Level Agreement (SLA). Our standard response times are:. • Severity 1: Business Halted e.g. system crash [Up to 2 hours] • Severity 2: Business Impacted e.g. system available but missing key functionality [Up to 4 hours] • Severity 3: Non‐Critical/Minimal Business Impact e.g. error message with workaround, missing data [Within 1 business day] • Severity 4: Service / Enhancement Requested e.g. How To questions, data assistance requests [Within 2 business days]
Ticket System. Ximbo operates a ticket system to handle technical inquiries and it is handled by our global support team 24 hours around the clock. Customers can submit inquiries at xxx.xxxxxxxxxxxx.xxx and expect response within guaranteed response time.
Ticket System. Normal comments or suggestions for system upgrades are made and logged online via the Performance Management System by the Licensee’s system administrator(s).
Ticket System. The reason for using a ticket system is to maintain an overview of all cases over time during the agreement period. Customer seeks the following characteristic and functions for the ticket system: • Flexible and user-friendly • Send and receive email to create and update issues • Send email on all status changes of an issue • Web User Interface o Full case handling of issues o List of all issues with status • Single Sign-On Login via Azure AD The Supplier shall describe their ticket system available for this Agreement in Appendix 2. How the ticket system is to be used shall be part of the collaboration plan, described in Appendix 5.
