Support Process. You must report Your Product problems directly to Our designated Support organization and provide the following information: • the Grant Number; • the location of the Product; • a detailed description of the problem; • a description of the hardware on which the Software is loaded, including any serial number or service tag number where applicable; • the names and versions of any operating systems, networks, and software running with the Software, including patches and fixes; and • technical contact information (including name, phone number and email address). We may request that You take certain actions to determine whether the problem or error is related to the Product, or other item. You must reasonably cooperate with Us during this process.
Support Process. A. Prioritization. Four Js agrees to use the customer problem Prioritization Method (listed above in Definitions) for classifying customer reported problems that result in Problem Resolution Requests, and for responding to and resolving individual Problem Resolution Requests according to the Service Level Objectives (response, status, resolution times) described below. The customer may reasonably set the problem priority using the definitions in this Agreement.
Support Process. After submission in the Support Portal, Mendix will analyze the ticket and, if applicable, try to reproduce the incident or evaluate the completeness of the information of a change request. If Mendix determines the root cause of the incident is the App Platform, Mendix will resolve the issue according to the assigned priority, as defined under section 1.7 (Priority Levels). If the root cause of a reported incident is deemed to be an external failure (i.e. the root cause is not the App Platform, but e.g. the (model of the) Mendix Application), Mendix shall inform Customer of such fact and Mendix will have no obligation to resolve such issue. However, in such case however Mendix shall use reasonable efforts in supporting Customer in resolving the incident which may include involving (paid) Mendix Expert Services. Mendix will seek Customer’s written approval and agreement to pay any related fees before performing such services.
Support Process a. When Licensee requires technical support, a CSC support member will open a service ticket, document the nature of the issue, assist the Licensee in collecting logs, screen captures and documenting the sequence of events or steps resulting in the issue to initiate troubleshooting and engage the necessary support resources.
Support Process. On discovering an issue, it is important for the customer to gather the following information, to enable the Support Team to raise a new case and assign it to the appropriate Support Consultant: • Name • Company Name • Telephone Number • Description of the problem, including details of any error messages. • Details of what you were doing before the problem occurred. • Details of the system / browser you are using. • Screenshots, if possible. • Any changes to computer, operating system, data or way of working. Contact can be made by telephone 00000 000000), email (xxxxxxx@xxxxxxx.xxx) or via the website contact form (xxx.xxxxxxx.xxx) . Upon receipt of a support request from a customer, the support consultant will first verify that the customer’s organisation qualifies for support for the product concerned and that the customer has received the appropriate level of training for the product in question. The contact details will be verified and the incident details will be collated and a case raised. A unique case number generated by the system will identify each incident. This case number will be communicated to the customer by phone or email and should be noted by the customer for future reference, so that any support consultant can recall the history of case. Where the customer does not qualify for support for the product concerned, interim support will be provided on one occasion only. In these instances, the customer will be advised that support cannot be provided beyond the current query, without valid cover. The customer will be given the option to renew maintenance cover to ensure that support and can be provided going forward. It may be necessary to gather information from a number of sources, to accurately diagnose the issue. This may involve information in relation to the customer’s environment. The consultant will diagnose the issue, and prioritise, respond and resolve in line with our service levels. On successful resolution of the issue, the case will be closed. Please note that Geoplan will close a support case where the customer has not been contactable for three consecutive attempts, or where feedback is expected from the customer, but not received within 5 working days. The Support Team will raise a new case should the customer return to report the same incident.
Support Process a. The support process starts when the Client has submitted a support request and RapidDeploy has opened a new a service ticket. All support actions, metrics and escalations will be linked and recorded against by the service ticket.
Support Process. All incident reporting and inquiries may be sent via email to xxxx-xxxx@xxxxxxxx.xxx. The TeraGrid staff will provide a timely response, normally within one business day. The campus representative will be provided with phone numbers of relevant TeraGrid staff to address urgent requests for assistance.
Support Process. In the event of a level 3 or 4 incident or a support request, contact should be made by email. Severity 1 & 2 incidents can be notified by phone and SMS.
Support Process. OTECH will follow a three-step process (Receive-Respond-Resolve) to attend to any reported service issue. As soon as a Service issue is received OTECH will provide an initial response based on the severity of the problem. A fix, if needed, will be provided for resolution of the issue based on the severity of the issue.
Support Process. Notwithstanding any reference to other online or hotline support services found via any other URL’s, the only applicable contact channels for Maintenance Services related to Mendix Platform Products are found via the Mendix Support Portal, which also includes the telephone numbers for the Support Phone. Incident Reports must be reported by submitting a ticket in the Mendix Support Portal. The Mendix Support Portal provides all information about the progress and status of raised tickets. Critical incidents reported in the Mendix Support Portal have to be followed by a phone call to the Support Phone in order to immediately determine the best communication line while handling the ticket.
