Common use of Helpdesk Service Clause in Contracts

Helpdesk Service. The Customer shall report all incidents and errors that the Customer becomes aware of in the Service to the helpdesk. Support for the Service is provided to the Customer during standard business hours, which are between 08:00 and 16:00 CET and 08:00 and 17:00 EST Monday to Friday excluding Bank Holidays in the respective regions where the support hubs are located. All helpdesk requests must be sent to the relevant support e-mail address ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇@▇▇▇.▇▇▇ and shall include the following details: • Name, telephone number and e-mail address for the relevant Customer contact • Description of the problem • Description of any resolution attempts made by Customer • The Customer's suggested error priority • Supporting screen shots and log files (if any) To the extent the Customer contacts the helpdesk with requests for support that is not related to incidents or errors in the Service, e.g. user related errors or questions regarding use or functionality, then DNV shall be entitled to charge the Customer for any support offered on a time and material basis, in accordance with DNV's applicable rates. Support is limited to the purchased Service and does NOT include third party software or customer integrations.

Helpdesk Service. The Customer shall report all incidents and errors that the Customer becomes aware of in the Service to the helpdesk. Support for the Service is provided to the Customer during standard business hours, which are between 08:00 and 16:00 CET and 08:00 and 17:00 EST Monday to Friday excluding Bank Holidays in the respective regions where the support hubs are located. All helpdesk requests must be sent to the relevant support e-mail address ▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇@▇▇▇.▇▇▇ and shall include the following details: • Name, telephone number and e-mail address for the relevant Customer contact • Description of the problem • Description of any resolution attempts made by Customer • The Customer's suggested error priority • Supporting screen shots and log files (if any) To the extent the Customer contacts the helpdesk with requests for support that is not related to incidents or errors in the Service, e.g. user related errors or questions regarding use or functionality, then DNV shall be entitled to charge the Customer for any support offered on a time and material basis, in accordance with DNV's applicable rates. Support is limited to the purchased Service and does NOT include third party software or customer integrations.