General Operating Procedures. Insufficient Information If I.R.I.S. determines at any time that it has insufficient information to resolve a Support Request, I.R.I.S. shall immediately notify Licensee. Multiple Errors If I.R.I.S. reasonably believes that a Support Request consists of more than one Error (i.e., more than one Resolution is required to Resolve the Support Request), I.R.I.S. will immediately report the situation to Licensee. If Licensee agrees with I.R.I.S.’s determination, Licensee will identify which Error is the primary Error to be resolved by I.R.I.S., and Licensee may, at its option, report the separable Error(s) to I.R.I.S. as separate Support Request(s). Redirection In the event that I.R.I.S. reasonably determines that the Support Request is not an Error in or Error with the Software, I.R.I.S. will promptly provide Licensee with a detailed explanation so the Support Request can be properly redirected within Licensee.
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