Tools and Processes. Software AG Global Support uses the following processes and tools to solve or find a workaround to the Customer’s issues: Fault diagnosis/analysis for Supplier’s products: (a) Evaluation of Customer data supplied (including diagnostic information) (b) Classification of the reported situation as a product issue, user issue or third-party issue (c) Research in Supplier’s Support Knowledge Center (d) Reproduction of the error situation (if possible) (e) Coordination with Supplier’s product development Results and/or solutions or workarounds will be provided via one of the following media: (a) Telephone (b) Software AG’s Support Portal (c) E-mail (d) Data carriers
Appears in 3 contracts
Sources: Maintenance and Support Agreement, Enterprise Active Maintenance and Support Service Agreement, Enterprise Active Maintenance and Support Service Agreement
Tools and Processes. Software AG Global Support uses the following processes and tools to solve or find a workaround to the Customer’s issues: Fault diagnosis/analysis for Supplier’s products:
(a) Evaluation of Customer data supplied (including diagnostic information)
(b) Classification of the reported situation as a product issue, user issue or third-party issue
(c) Research in Supplier’s Support Knowledge Center
(d) Reproduction of the error situation (if possible)
(e) Coordination with Supplier’s product development Results and/or solutions or workarounds will be provided via one of the following media:
(a) Telephone
(b) Software AG’s Support Portal (c) E-mail
(d) Data carriers
Appears in 3 contracts
Sources: Software Subscription License and Cloud Services Agreement, Maintenance and Support Agreement, Maintenance and Support Agreement