Reporting faults. If there is any fault of an agreed service, troubleshooting shall commence at the time of proper reporting by the customer in the form of a fault report (by phone or in the customer interface), including information on the start and, as far as possible, reason of the fault and duration of the fault, and opening of a ticket by the support employee. The fault report shall be documented in the ticket system this way. The service level shall not be granted if the fault is reported by fax, email, or ticket. The support team shall inform the customer when the fault has been removed and any hardware defect remedied. At the same time, the ticket shall be closed. The time of this action shall define restoration of availability of the service.
Appears in 2 contracts
Sources: Service Level Agreement (Sla), Service Level Agreement (Sla)