Troubleshooting USER AGENCY agrees that its employees will contact the USER AGENCY Information Technology (IT) Department or representatives before contacting SYSTEM PROVIDER regarding issues related to this Agreement. USER AGENCY agrees that if its IT Department determines there is a problem related to connectivity with SYSTEM PROVIDER, the USER AGENCY will contact SYSTEM PROVIDER's IT Help Desk at (▇▇▇) ▇▇▇-▇▇▇▇ and will send an email to ▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇. After business hours, USER AGENCY may contact the SYSTEM PROVIDER Police Command and Control Center at (▇▇▇) ▇▇▇-▇▇▇▇ for assistance. SYSTEM PROVIDER agrees to make reasonable efforts to identify and remediate any problem as quickly as possible; however, SYSTEM PROVIDER does not guarantee any specific uptime, nor is SYSTEM PROVIDER liable for any damages associated with performance under this Agreement, including but in no way limited to any downtime.
Industry Troubleshooter Where a difference arises between the parties relating to the dismissal, discipline, or suspension of an employee, or to the interpretation, application, operation, or alleged violation of this Agreement, including any question as to whether a matter is arbitrable, during the term of the Collective Agreement, ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇, ▇▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇▇▇▇▇▇, or a substitute agreed to by the parties, shall at the request of either party:
Helpdesk Customers must contact LightEdge Support to report service trouble or an outage with LightEdge Technical Support. LightEdge Technical Support will be available seven (7) days per week; twenty-four (24) hours per day; three hundred sixty-five days (365) days per year. LightEdge Technical Support provides support for network monitoring, trouble ticket resolution, and fault isolation up to the termination point of LightEdge provided Equipment. LightEdge Technical Support will accept trouble and outage related support calls from any customer representative. LightEdge will not perform any requested activity which may cause Service disruption or perform any changes to Service unless request is initiated by an Authorized Contact. LightEdge reserves the right to delay response on support tickets opened by anyone other than the Authorized Contact. Communication between Customer and LightEdge not initiated by Authorized Contact will not be subject to SLA remedies. All communications with Customer will be in the English language.
Help Desk A help desk for Product support issues (the “Help Desk”) will be available to Customer. Unless specified in an Order, Customer should contact ▇▇▇.▇▇▇.▇▇▇▇ to receive a telephone number for the applicable supporting Solutions & Support Center. Customer will appoint one Product administrator and one backup administrator to serve as the primary point of contact regarding maintenance services.
Project Management Project Management Institute (PMI) certified project manager executing any or all of the following: • Development of Project Charter • Development of project plan and schedule • Coordination and scheduling of project activities across customer and functional areas • Consultation on operational and infrastructure requirements, standards and configurations • Facilitate project status meetings • Timely project status reporting • Address project issues with functional areas and management • Escalation of significant issues to customers and executive management • Manage project scope and deliverable requirements • Document changes to project scope and schedule • Facilitate and document project closeout
