Defect Reporting. The Review Team communicates the results of process, product, and test evaluations and inspections, status of non-compliances, and issues. Defect reporting is used to ensure program awareness of process and product quality performance and issues. These reports provide the feedback, status, and data needed to ensure effective corrective and preventive actions.
Defect Reporting. The Operator shall comply with any reasonable defect-reporting procedure which may be introduced either by the Company or by any regulations made under any change in legislation.
Defect Reporting. Any defects found in the Licensed Software Product may be reported by calling the Seller's Call Receipt function. An assistance request will be entered into the AR tracking database and referred to Seller's technical support.
Defect Reporting. Any defects found in the Software Product may be reported by calling Supplier's Call Receipt function. A tracking report will be entered into the AR tracking database and referred to Supplier's technical support.
Defect Reporting. 5. Deviations
Defect Reporting. To comply with any defect reporting procedure which may be carried out by the Company.
Defect Reporting. Licensee shall use all means necessary at its disposal to attempt to reproduce and diagnose all Defects with the System before contacting Licensor for technical support. Upon discovering a Defect, Licensee shall report the Defect to Licensor by electronic mail or facsimile in which report Licensee shall use its reasonable business judgment to classify the Defect in accordance with the classifications set forth in Section 1 above. In addition, Licensee agrees to supply Licensor with detailed hardware configuration for duplicating the problem, if requested by Licensor. If the System or Licensed Software is purchased from an Envivio Reseller or Distributor, the licensee must report any Defects to the Reseller or Distributor from whom the purchase was made.
Defect Reporting. When contacting the Licensor to initiate a help desk ticket, Licensee shall provide the following information: • Incident Number (if existing) • Licensee Name • Product version • Detailed description of the issue including relevant linked URLs to any affected apps and job errors • Name and email address of the person reporting the defect Defect Response and Resolution In the event Licensee reports to Licensor a defect in the Software, Licensor, acting reasonably, shall categorize and respond to requests as listed below. Note that initial responses will happen during support hours. Category Description Initial Response Target Start Target Resolution or Workaround Critical Business-critical processes not functional < 1 hour < 1 hour < 24 hours Serious Production processes not functional or business-critical processes impaired < 2 hours < 6 hours < 2 business days Moderate Development workflow(s) impaired < 8 hours < 2 business day < 5 business days Minor Software defects not falling into the above categories and cosmetic issues affecting the Software < 2 business day Future Release Future Release Licensee shall work in conjunction with Licensor to determine business-critical processes. The above time- frames are conditioned on Licensee providing Licensor with all information and assistance necessary for Licensor to diagnose and trouble-shoot the issue. Licensor shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): • Acknowledgement of receipt of the request • Initial diagnosis in relation to any reported error, where applicable • Anticipated timetable for action in relation to the request Platform Monitoring In effort to aid in ensuring properly functioning and optimized processing pipelines that complete in a timely manner, Licensor produces and continuously collects job status and application status data for support purposes. Licensor will collect only data produced by the Licensor application, at no time will Licensor be collecting any personal, customer, or enterprise data. If Licensee does not want Licensor to collect the job status data, Licensee must request in writing to be removed from the job status monitoring service.
