Common use of Requesting Support Clause in Contracts

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.