Common use of Emergency Support Services Clause in Contracts

Emergency Support Services. The Fault Reporting System (for SL1 and SL2) is available 24 hours a day, 7 days a week via WEB interface on service portal. Calls to the Help Desk are generally answered immediately (during Business hours only). During the call, an initial description of the problem must be clearly communicated to the Novatek support engineer. At that time, the Novatek engineer will, if possible, give immediate instructions to help alleviate the problem. You should immediately log a Trouble Ticket into the Fault Reporting System and send a supporting email to ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ with a clear written description of the Fault. Remote access to the system MUST also be immediately activated by you and details provided to the Novatek engineer verbally and in email. A Novatek technical engineer shall respond within Fault reaction time schedule defined in Part V of a Trouble Ticket being raised, to assess and help resolve the problem via phone, email, remote access or other viable means. A tracking number for the incident will be issued to you during this follow up process.

Emergency Support Services. The Fault Reporting System (for SL1 and SL2) is available 24 hours a day, 7 days a week via WEB interface on service portalportal (additional fee applies). Calls to the Help Desk help line number are generally answered immediately (during Business hours Working Hours only). During the call, call an initial description of the problem must be clearly communicated to the Novatek support engineer. At that time, the Novatek engineer will, will if possible, possible give immediate instructions to help alleviate the problem. You should also immediately log a Trouble Ticket into the Fault Reporting System and send a supporting email to ▇▇▇▇▇▇▇@support@ ▇▇▇▇▇▇▇▇▇▇.▇▇▇ with a clear written description of the Fault. Remote access to the system MUST also be immediately activated by you and details provided to the Novatek engineer verbally and in email. A Novatek technical engineer shall respond within Fault fault reaction time schedule defined in Part V of a Trouble Ticket being raised, to assess and help resolve the problem via phone, email, remote access or other viable means. A tracking number for the incident will be issued to you during this follow up process.