Requesting Support Clause Samples
The 'Requesting Support' clause outlines the process by which one party can formally seek assistance or additional services from the other party under the agreement. Typically, this clause specifies the method for submitting support requests, such as through a designated help desk, email, or online portal, and may detail the types of support covered, response times, and any limitations or exclusions. Its core practical function is to ensure that both parties have a clear, agreed-upon procedure for obtaining and providing support, thereby minimizing misunderstandings and setting expectations for service delivery.
Requesting Support. 3.1 All requests for Support from the Customer must be made via telephone on ▇▇▇▇ ▇▇▇ ▇▇▇▇ or e-mail to ▇▇▇▇▇▇▇@▇▇-▇.▇▇.▇▇.
3.2 The Customer must inform IT-C of any Incidents as soon as is practically possible. If there is a delay informing IT-C of obvious warning signs then the fault may grow and cause additional impact.
3.3 Upon receiving notification regarding an issue with the Customer’s System, the issue will be logged as an Incident with an allocated Incident reference number. The Incident reference number along with details of the Incident will be stated to the Caller if requested.
3.4 In the event of the Customer wishing to query the progress of an Incident, the Customer must be able to state the specific Incident reference number to enable IT-C to identify the Incident in question.
Requesting Support. The ‘Client’ is expected to test fully all billing scenarios before final invoices are sent out to customers. This especially includes testing after any change in their data that was the result of modifications the ‘service provider’ might have done following a request for support.
Requesting Support. 3.1 All requests for Support from the Customer must be made via e-mail to our centralised support logging system via ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇.▇▇
Requesting Support. Subscriber Contacts request support by submitting a support request in The Alliance’s ticketing system65. Subscriber Contact shall include all relevant information in this request, including:
a. A brief description of the issue and environment (URL) it was experienced on including the expected behavior and the actual behavior of the system.
b. In case of connectivity or network problems: network traces from multiple locations from which the Service is unavailable
c. In case of problems with a test case (testcase result is ERROR): a clear indication of the testcase being executed and an OCTT logfile of the executed testcase
d. In case of a suspected problem with a test case (testcase result is INCONC, FAIL or PASS): a reference to the applicable Functional Requirement (FR) or Use Case from the latest version of the applicable OCPP specification (including Errata) as well as the OCTT logfile of the executed testcase By raising a support request, Subscriber Contact permits The Alliance to look at the provided test case logs and applicable system logs of their OCTT Instance.
Requesting Support. To receive the support defined in this document, requestors must do one of the following: 8 Support Tickets
Requesting Support. Any and all Client end-users are authorized to request service using the processes and provisions detailed within this Agreement unless otherwise noted herein.
Requesting Support. Problems and questions relating to BookWise Solutions Limited Products should be communicated to BookWise Solutions by one of the approved methods. • Email - ▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ • Phone - ▇▇▇▇ ▇▇▇ ▇▇▇▇ A support call is more likely to be resolved quickly where the report contains a detailed description of the problem and how to reproduce it.
Requesting Support. For support requests for which a resolution is not found in the Documentation, Customer can submit a ticket, through the Support Web Site.
Requesting Support. Support is provided in the first instance by our Customer Success team. You will be assigned a dedicated Customer Success Executive with whom you will be able to raise issues and ask questions. They will utilise our internal Technical Support team on your behalf as necessary - you will not normally deal directly with our Technical Support team except where it is more efficient to work directly.
Requesting Support. To request assistance from the ITS Department:
1. For a classroom emergency – i.e. a problem that is being experienced in an instructional area that is negatively impacting instruction and requires immediate assistance – Call the ITS Helpline at x4487. When an ITS representative answers, immediately identify the problem as a classroom emergency.
2. For other emergencies, submit a trouble ticket online (▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇) or by email (▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇), and then immediately call the Helpline at x4487. Inform the technician who answers the phone that a ticket has already been submitted.
3. For all other requests, submit the issue online at ▇▇▇▇://▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇. This site is only accessible if connected to the ▇▇▇▇▇▇▇▇▇ network. If the user cannot access the website, an email may be sent to ▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇. Describe the entire problem clearly, concisely and thoroughly in the email or online.
4. If online or email submission is impossible or impractical, call the ITS Helpline at x4487.
5. Do not seek out a member of the ITS staff to report a problem. Directly approaching a member of ITS or calling an individual’s direct extension to describe the issue is not considered adequate reporting.