Request for Support. A request for support is defined as a request to fix a defect in the existing email server/application (Zimbra) / Operating System or a malfunction in the security system as a whole. Such requests may be executed by Phone call, E-mail, SMS or by a Social Media group message by ▇▇▇▇▇ Email team. After the resolution of the problem, the PIACL Infrastructure division will document the whole activity, which includes a conversation held with (THE WINNING PARTICIPANT) and/or its Local representative. The support request sent to (THE WINNING PARTICIPANT) shall clearly mention the severity level and security codes of the problem.
Appears in 2 contracts
Sources: Service Level Agreement, Service Level Agreement for Email Services
Request for Support. A request for support is defined as a request to fix a defect in the existing email server/application (Zimbra) / Operating System or a malfunction in the security system as a whole. Such requests may be executed by Phone call, E-mail, SMS or by a Social Media group message by ▇▇▇▇▇ PIACL Email team. After the resolution of the problem, the PIACL Infrastructure division will document the whole activity, which includes a conversation held with (THE WINNING PARTICIPANT) and/or its Local representative. The support request sent to (THE WINNING PARTICIPANT) shall clearly mention the severity level and security codes of the problem.
Appears in 2 contracts
Sources: Email Support Service Level Agreement (Sla), Email Support Service Level Agreement (Sla)