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.
Appears in 2 contracts
Sources: Cybersecurity Agreement, Haas Agreement