Support Process Description Clause Samples
The Support Process Description clause defines the procedures and standards for providing support services under an agreement. It typically outlines how support requests should be submitted, the expected response and resolution times, and the channels through which support will be delivered, such as email, phone, or a ticketing system. By clearly specifying these processes, the clause ensures both parties understand their responsibilities and expectations, reducing misunderstandings and facilitating efficient issue resolution.
Support Process Description. The Service Provider logs the support request with the appropriate initial Severity Level and informs Customer that the support request has been logged via appropriate means. If further information needs to be provided by Customer, Service Provider will contact Customer to request the missing information. For Customer specific support requests or critical issues Service Provider will use best efforts to directly inform Customer as soon as a workaround solution, another temporary fix or a resolution has been found. For general application Defects and improvements, Customer can find relevant information in the general release documentation and will not be informed proactively. The Severity Level of a support request may be adjusted during the support process.