Service Reviews. The following meetings are typically scheduled with MSN partners that have a Support Account Manager (▇▇▇) assigned to them. [***] Service Reporting Company: · Partner Technical Representative · Partner Service Representative · Other appropriate representatives Microsoft as necessary: · ▇▇▇ or support staff · Partner Operations Manager · Product unit members · Account manager · Business & operations representatives · To report incident metrics for period · To review ongoing issues · Report to be delivered via email by [***]. Microsoft: · [***] MSN Service metrics report Company: · Monthly metrics such as Company support metrics, Company measurements of MSN Services, etc. Shared: · Process Issues List · Support Incident List Service Review Meeting ([***]) Company: · Partner Technical Representative · Partner Service Representative · Other appropriate representatives Microsoft as necessary: · ▇▇▇ or support staff · Partner Operations Manager · Product unit members · Account manager · Business & operations representatives · To review aggregated [***] performance reports with Senior Management · To review customer satisfaction metrics · To consider and initiate changes to the support agreement. Microsoft: · Service Review Scorecard / Presentation Company: · Service Review Scorecard / Presentation Shared: · Process Issues List Working day Mo - Fr with the exception of local and US public holidays from 0800 to 1800 hours PST. 1st level Support Support services provided to Subscribers by the Company’s customer service department. 2nd level Support Support services provided to the Company’s customer service department by Company. 3rd level Support Support services provided to Company by Microsoft as further detailed below.
Appears in 2 contracts
Sources: Reseller Agreement (IXI Mobile, Inc.), MSN Mobile Services Reseller Agreement (IXI Mobile, Inc.)