Support Case Management Sample Clauses

The Support Case Management clause outlines the procedures and responsibilities for handling customer support requests or issues. It typically specifies how support cases should be submitted, tracked, and escalated, including response times and communication protocols between the parties. This clause ensures that support issues are managed efficiently and transparently, providing a clear framework for resolving problems and maintaining service quality.
Support Case Management. 4.1 Each Support Case must have a unique reported problem or question and Support Cases cannot be “overloaded” with multiple reported problems or questions. Each submitted case for work is performed is decremented from the Client’s outstanding case entitlement. 4.2 When submitting a Support Case, the Client declares their assessment of priority based upon the table below. PA reserves the right to reassign a priority level. PA will use the severity level to prioritise all outstanding Support Cases. All Support Cases, irrespective of severity level will follow the same resolution pathway. PA’s priority taxonomy with response-time targets are: Priority Severity Description Example Target Response Time 1 Critical Your entire system is inoperable and your organisation is critically impacted 1 hour 2 High You cannot use the system, or a function of the system is not working correctly and is affecting your processing. No workaround is available. Your business is severely impacted. 3 hours 3 Medium A function is not working correctly but is not mission critical. Often a workaround will exist although the issue does need to be resolved. Your business is not seriously affected. 5 hours 4 Low A question or request for information regarding existing systems, new product or functionality. One business day 4.3 The above targets represent PA’s goal in serving our Clients, but do not impact the terms of any agreement should PA not meet these targets. Client is provided escalation information in the signature line of each Support Case e-mail, which can be utilised if any concerns arise with any aspect of PA’s client support services.
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Support Case Management. Appliance – Open a Support ticket directly via your Cisco IronPort Appliance • Web - Manage tickets via the Cisco IronPort Support Portal: ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/cisco/web/support/index.html • Email - Email from registered administrator addresses to (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇.▇▇▇) • Phone – Call Cisco IronPort’s Global toll-free international phone numbers (see Table B below, or URL: ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/web/ironport/contacts.html • Phone and Email Support services for problem diagnosis o Remote Diagnostics – Cisco IronPort Support Engineers have the ability to perform remote diagnostics via Support tunnels (initiated upon customer request) • Efforts to cure reported and reproducible Errors in the Software. • Software patches, updates, releases and new versions of commercially-released Software. • Hardware Support - In the event of a critical hardware malfunction, Cisco provides field units and hot-swappable replacement parts with RMA installation and return instructions. • Use reasonable efforts to resolve internally any support questions prior to requesting Support services • Report Errors promptly in writing in English • Provide sufficient information to allow Cisco IronPort to duplicate the circumstances indicating a reported Software defect or Error • Promptly incorporate the bug fixes, patches, updates, upgrades, releases and new versions provided hereunder • Provide all reasonable cooperation access and full information to Cisco IronPort with respect to Cisco IronPort’s furnishing of Support hereunder • Back-up configurations on a regularly scheduled basis since configurations are generally not recoverable from failed hardware. Cisco IronPort will not be responsible for configuration recovery in the event of a hardware failure. • For hardware replacement Support – return defective or returned Products in accordance with RMA instructions, properly packaged, and within 60 days of RMA issuance • For remote Support – provide reasonable access, at Customer’s expense, to the Product through internet to establish a data communication link between Customer and the Cisco IronPort engineer and systems passwords so that problems may be diagnosed and, where possible, corrected remotely. Cisco IronPort may obtain information regarding customer’s email communication and web traffic and, as a condition to Cisco IronPort’s provision of Support services to customer, Cisco IronPort may use statistical data generated regarding customer’s email and web traffic to improve its offe...
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Related to Support Case Management

  • Case Management Prompt resolution of any dispute is important to both parties; and the parties agree that the arbitration of any dispute shall be conducted expeditiously. The arbitrators are instructed and directed to assume case management initiative and control over the arbitration process (including scheduling of events, pre-hearing discovery and activities, and the conduct of the hearing), in order to complete the arbitration as expeditiously as is reasonably practical for obtaining a just resolution of the dispute.

  • Disease Management If you have a chronic condition such as asthma, coronary heart disease, diabetes, congestive heart failure, and/or chronic obstructive pulmonary disease, we’re here to help. Our tools and information can help you manage your condition and improve your health. You may also be eligible to receive help through our care coordination program. This voluntary program is available at no additional cost you. To learn more about disease management, please call (▇▇▇) ▇▇▇-▇▇▇▇ or ▇-▇▇▇-▇▇▇-▇▇▇▇. Our entire contract with you consists of this agreement and our contract with your employer. Your ID card will identify you as a member when you receive the healthcare services covered under this agreement. By presenting your ID card to receive covered healthcare services, you are agreeing to abide by the rules and obligations of this agreement. Your eligibility for benefits is determined under the provisions of this agreement. Your right to appeal and take action is described in Appeals in Section 5. This agreement describes the benefits, exclusions, conditions and limitations provided under your plan. It shall be construed under and shall be governed by the applicable laws and regulations of the State of Rhode Island and federal law as amended from time to time. It replaces any agreement previously issued to you. If this agreement changes, an amendment or new agreement will be provided.

  • Program Management 1.1.01 Implement and operate an Immunization Program as a Responsible Entity 1.1.02 Identify at least one individual to act as the program contact in the following areas: 1. Immunization Program Manager;

  • PERFORMANCE MANAGEMENT SYSTEM 5.1 The Employee agrees to participate in the performance management system that the Employer adopted for the employees of the Employer; 5.2 The Employee accepts that the purpose of the performance management system will be to provide a comprehensive system with specific performance standards to assist the employees and service providers to perform to the standards required; 5.3 The Employer must consult the Employee about the specific performance standards and targets that will be included in the performance management system applicable to the Employee; 5.4 The Employee undertakes to actively focus on the promotion and implementation of the key performance indicators (including special projects relevant to the employee’s responsibilities) within the local government framework; 5.5 The criteria upon which the performance of the Employee shall be assessed shall consist of two components, Operational Performance and Competencies both of which shall be contained in the Performance Agreement; 5.6 The Employee’s assessment will be based on his performance in terms of the outputs/outcomes (performance indicators) identified as per attached Performance Plan, which are linked to the KPAs, and will constitute 80% of the overall assessment result as per the weightings agreed to between the Employer and Employee; 5.7 The Competencies will make up the other 20% of the Employee’s assessment score. The Competencies are spilt into two groups, leading competencies (indicated in blue on the graph below) that drive strategic intent and direction and core competencies (indicated in green on the graph below), which drive the execution of the leading competencies. Strategic direc on and leadership People management Program and project management Financial management Change leadership Governance leadersip Moral competence Planning and organising Analysis and innova on Knowledge and informa on management Communica on Results and quality focus

  • Traffic Management 9.2.1 During the Operating Period, Developer shall be responsible for the general management of traffic on the Project. Developer shall manage traffic so as to preserve and protect safety of traffic on the Project and Related Transportation Facilities and, to the maximum extent practicable, to avoid disruption, interruption or other adverse effects on traffic flow, throughput or level of service on the Project and Related Transportation Facilities. Developer shall conduct traffic management in accordance with all applicable Technical Provisions, Technical Documents, Laws and Governmental Approvals, and in accordance with the Traffic Management Plan. 9.2.2 Developer shall prepare and submit to TxDOT and the Independent Engineer for TxDOT approval a Traffic Management Plan for managing traffic on the Project and Related Transportation Facilities after the commencement of traffic operations on any portion of the Project, addressing (a) orderly and safe movement and diversion of traffic on Related Transportation Facilities during Project construction, (b) orderly and safe movement of traffic on the Project and (c) orderly and safe diversion of traffic on the Project and Related Transportation Facilities necessary in connection with field maintenance and repair work or Renewal Work or in response to Incidents, Emergencies and lane closures. Developer shall prepare the Traffic Management Plan according to the schedule set forth in the Technical Provisions. The Traffic Management Plan shall comply with the Technical Provisions and Technical Documents concerning traffic management and traffic operations. Developer shall carry out all traffic management during the Term in accordance with the approved Traffic Management Plan. 9.2.3 Developer shall implement the Traffic Management Plan to promote safe and efficient operation of the Project and Related Transportation Facilities at all times during the course of any construction or operation of the Project and during the Utility Adjustment Work. 9.2.4 TxDOT shall have at all times, without obligation or liability to Developer, the right 9.2.4.1 Issue Directive Letters to Developer regarding traffic management 9.2.4.2 Provide on the Project, via message signs or other means consistent with Good Industry Practice, non-Discriminatory traveler and driver information, and other public information (e.g. amber alerts), provided that the means to disseminate such information does not materially interfere with the functioning of the ETCS.