Common use of Reporting Problems Clause in Contracts

Reporting Problems. Should the Customer encounter a problem that requires the assistance of a C7 engineer, Customer must contact C7’s Network Operations Center (NOC). The NOC is available 24 hours a day, 7 days a week, 365 days a year. The analyst that takes the call will create a help desk ticket for the issue and contact the appropriate C7 staff. Contact with C7 and creation of a ticket can also be done through the C7 Portal available to all Customers via the C7’s website. The Customer can contact C7’s NOC by: · Phone: · Email: · Use the C7 Help Desk web interface to open a request. When the Customer calls the NOC, an analyst will ask for the following information: · Name, Company Name, and contact information · Priority Customer assigns to the event · Description of the issue The Customer will receive a request number that can be used to track the issue. To report issues that are not as urgent, the Customer can Email the NOC. To avoid callbacks for information, the Customer should include the information outlined above.