Support Incident definition

Support Incident means (i) a basic question related to the use or configuration of the Service where the use or configuration is consistent with guidance in the Documentation, (ii) a reproducible non-conformity in the Service causing the Service not to operate in substantial conformance with the applicable Documentation. Support Incidents do not include issues or support related to or arising from the programmatic execution of the Service using Apex, Visualforce, JavaScript or other programming tools.

Support Incident means a request for assistance to resolve a question, or problem being reported. “Support Period” means the duration of time for which a customer is eligible for support.

Support Incident or "Incident Support Process" means one independent technical issue reported by a Business Partner or Customer on a specific behavior of MessageSolution Products. Each Support Incident includes all technical discussions, MessageSolution engineering team internal review, discussion, planning, and preparation for the solution; the Process also includes online meeting and conference call remotely and directly working on the system for tuning or troubleshooting. The support work scope of each incident is strictly limited to one specific technical issue only.

Examples of Support Incident in a sentence

• Without limiting any other obligation of Contractor under this Agreement, Contractor represents and warrants that it will maintain services, equipment, software or any other part of the Work so that they operate in accordance with their Specifications and Documentation; and The Contractor shall respond to the Court within four (4) hours after the Court reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor.

• Login to your account portal on our websitehttp://www.fptech.com/fptech/login.php and then go to the Support Incident Menu and submit an incident request.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the JBE within [four (4) hours] after the JBE reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

• Priority Level Characteristics of Support Incident Resolution Targets 1 Critical Support incident that causes (a) complete application failure or application unavailability; (b) application failure or unavailability in one or more of the client’s remote location; or (c) systemic loss of multiple essential system functions.

• Without limiting Contractor’s obligations under Section 4(b) below, with respect to each Technical Support Incident not covered in the table below, Contractor shall respond to the Court within [four (4) hours] after the Court reports a Technical Support Incident (such hours all occurring during Standard M&S Hours) to Contractor or within the applicable Response Periods, whichever is shorter.

More Definitions of Support Incident

Support Incident means a single request for assistance to resolve one Request.

Support Incident. A single, reproducible issue that focuses on one aspect of the Software and can be identified by isolating specific symptoms. If an incident can be broken down into subordinate issues, each issue shall be handled as a separate incident. A reproducible incident is any problem that can be re-created on our systems. An incident may include multiple contacts, including emails, phone communication, and any other transfer of information necessary to reproduce the problem.

Support Incident is defined as one specific Error or other technical issue that begins when a customer contacts ALLIANCE Technical Support (via telephone, email, internet or fax) and ends when either the single specific Error or other technical issue is resolved or ALLIANCE Technical Support deems it non-resolvable. Each specific support incident will generate a "ticket", which will be opened, tracked and closed separately from any other specific support incidents.

Support Incident any incident reported to B2B by a Customer Representative requiring the need for the Support Services;

Support Incident means an issue with the Software that has resultedin an adverse impact on Company’s business operations.

Support Incident means a request for assistance to resolve a question, or problem being reported which Customer logs in through the Support Site.

Support Incident means a specific, discrete problem that can be answered by ascertaining its cause. Promise, in its sole discretion, will determine what constitutes a Support Incident. A Support Incident has reached resolution when Customer receives one of the following: