Support and Escalation Sample Clauses

Support and Escalation. Service Provider will respond to Client’s Trouble Tickets under the provisions of our Service Code, under the provisions of Appendix A. Trouble Tickets may be opened by any user of a managed system or by a Client’s designated IT Contact Person, by email to our Help Desk, or by phone. Each call will be assigned a Trouble Ticket number for tracking and dispatched by the Service Provider’s Service Department appropriately.

Support and Escalation. Severity Initial Response Time Effect Target Resolution Time

Support and Escalation. JMCo will respond to Client’s helpdesk requests under the provisions of Appendix B, and utilizing its best efforts to support Client after hours and on holidays. Help desk requests must be opened by Client’s designated contacts by email to our Help Desk or by phone if email is unavailable. Each call will be assigned a ticket number for tracking. Our service request escalation process is detailed in Appendix C.

Support and Escalation. IT MANAGEMENT SOLUTIONS will respond to Client’s Trouble Tickets under the provisions of Appendix A, and with best effort after hours or on holidays. Trouble Tickets must be opened via our customized portal ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇ or by phone if internet is unavailable. Each call will be assigned a Trouble Ticket number for tracking. Our escalation process is detailed in Appendix A.

Support and Escalation. Service Provider will respond to Client's Trouble Tickets under the provisions of the Support Response Times (see below), and with best effort after hours and on holidays. Trouble Tickets must be opened by email to our Help Desk, by phone if email is unavailable, Trinity Networx Portal, or by direct chat. Each call will be assigned a Trouble Ticket Number for tracking. Priority Definition/Example of Priority Response Time SEVERITY 1 Covered system unavailable or unusable for normal operations by substantially all users. Initial assessment within two business hours after ticket opened. SEVERITY 2 Covered system performance substantially degraded, but normal operations possible, even if substantially slowed or key user(s) (e.g. VIP users, system-console-level operators) are unable to use the covered system for normal operations. Initial assessment within two business hours after ticket opened. SEVERITY 3 Covered system available and usable for normal operations by substantially all users, but with minor or technical departures from normal operations. Initial assessment within six business hours after ticket opened SEVERITY 4 • Any item not having met the criteria for Severity 1,2 and 3 and not specifically requested to be higher priority than to be done on the Weekly or Monthly Maintenance • We often refer to this as "Scheduled" work 1-3 Days

Support and Escalation. AGJ Systems will respond to Client’s “Trouble Tickets” within four (4) hours for non-emergency issues and within one

Support and Escalation. 4.1. SERVSYS maintains an employee base with Technicians to adequately satisfy all of CLIENT’s support needs; however, SERVSYS may engage third− party services to supplement its employee base, as needed or desired and in its sole discretion, and, by executing this AGREEMENT, CLIENT acknowledges and accepts such third−party services SERVSYS may decide to engage. Moreover, SERVSYS’s engagement of such third− party services shall not alter or reduce CLIENT’S obligations hereunder. 4.2. SERVSYS will respond to and escalate CLIENT’s service requests as set forth in the Statement of Work. Each of CLIENT’s service requests will be assigned a case number for tracking purposes and will be escalated as needed (i.e., routed through various levels of support tiers for as long as the service request remains unresolved). 4.3. All support provided by SERVSYS to CLIENT is specifically subject to CLIENT meeting certain minimum standards required for SERVICES as set forth in the Statement of Work. SERVSYS reserves the right to make modifications to such minimum standard required for SERVICES from time to time, as required or desired and in its sole discretion, upon sixty (60) days’ written notice to CLIENT.

Support and Escalation. Service Provider will respond to Client’s Trouble Tickets with best effort after hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to Service Provider’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking.

Support and Escalation. Remote support and vendor management of Customer’s IT infrastructure will be provided to the Customer by Service Provider through remote means between the hours of 7:30 am – 5:00 pm EST Monday through Friday, excluding public holidays. The Service Provider will respond with commercially reasonable efforts to IT incidents after hours or on holidays based on urgency, impact, and customer priorities. The Service Provider requires the Customer to submit incidents via service ticket submissions by the designated contact person, either by email or the service provider's help desk portal. If email communication or help desk submission is unavailable, the Customer may contact the service provider directly by phone and the call will be logged as a service ticket.