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 ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ or via email at ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ . 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]
Appears in 2 contracts
Sources: Service Agreement, Service Agreement