Common use of Help Line Clause in Contracts

Help Line. 4.1 The Company provides a Helpline to report incidents and requests from the Customer. 4.2 If an Incident or Request occurs in Business Hrs the Customer should log a ticket via the self service portal to obtain support, 4.3 If unable to log a ticket via the self service portal the Customer should email the request. 4.4 If unable to use Self service of email then the ticket should be called through to the Help Line 4.5 The Help Line is manned during core business hours; on receipt of a call any incident will be allocated a unique reference that the Company will use to track the life of the issue. 4.6 The Helpline number, is; 4.7 If an Incident occurs outside of Business Hrs the Out of Hours number must be called. During noncore hours the Company do not monitor the ticket system. 4.8 Out of Hours calls should be used for business critical issues 4.9 The Out of Hours number, is;