Common use of Support Requests Clause in Contracts

Support Requests. In case of incidents that require assistance from The Supplier, a support request can be addressed to The Client’s key account/project manager at The Supplier by either phone or email. Preferably, the request can be sent to the Relesys’ shared support, which is monitored within normal office hours. Support Email: ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ Support Phone number (+▇▇) ▇▇▇▇ ▇▇▇▇ When submitting a support request The Client must supply information about affected services, the time of the incident, the severity of the issue, detailed description to enable the support to handle the request fast and effectively. Contact information on The Client is required if support is in need of more details to handle the request. After sending a support request the sender will automatically receive a support ticket in return as a confirmation. On incidents that require immediate help, The Client must always contact The Supplier directly by phone. The Client will be able to select a named list of employees to have access to The Supplier support system. The Supplier only handles second level support on Hosted Services and The Client’s Project Manager will be responsible for controlling the usage of The Supplier support system. The Client’s project team must handle all internal requests about the Hosted Services and only forward requests on incidents to The Supplier covered by this SLA. The Supplier generally offers free support. To receive free support the Project Manager on The Client team must have participated in a backend training course on how to administrate the basics of the app and administration portal. Special requests and customizations to an existing solution will be subject to additional costs for The Client. If the Client claims a defect and subsequently it appears that the defect is not due to the Hosted Services, The Supplier has the right to compensation for the documented time used to investigate the defect.

Support Requests. In case of incidents that require assistance from The the Supplier, a support request can be addressed to The the Client’s key account/project manager at The the Supplier by either phone or email. Preferably, the request can be sent to the Relesys’ shared support, which is monitored within normal office hours. Support Email: ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ Support Phone number (+▇▇) ▇▇▇▇ ▇▇▇▇ When submitting a support request The the Client must supply information about affected services, the time of the incident, the severity of the issue, detailed description to enable the support to handle the request fast and effectively. Contact information on The the Client is required if support is in need of needs more details to handle the request. After sending a support request the sender will automatically receive a support ticket in return as a confirmation. On incidents that require immediate help, The the Client must always contact The the Supplier directly by phone. The Client will be able to select a named list of employees to have access to The the Supplier support system. The the Supplier only handles second level support on Hosted Services and The the Client’s Project Manager will be responsible for controlling the usage of The the Supplier support system. The Client’s project team must handle all internal requests about the Hosted Services and only forward requests on incidents to The the Supplier covered by this SLA. The Supplier generally offers free support. To receive free support the Project Manager on The the Client team must have participated in a backend training course on how to administrate the basics of the app and administration management portal. Special requests and customizations to an existing solution will be subject to additional costs for The the Client. If the Client claims a defect and subsequently it appears that the defect is not due to the Hosted Services, The the Supplier has the right to compensation for the documented time used to investigate the defect.

Support Requests. In case of incidents that require assistance from The Supplier, a support request can be addressed to The Client’s key account/project manager at The Supplier by either phone or email. Preferably, the request can be sent to the Relesys’ Relesys shared support, which is monitored within normal office hours. Support Email: ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ Support Phone number (+▇▇) ▇▇▇▇ ▇▇▇▇ When submitting a support request The Client must supply information about affected services, the time of the incident, the severity of the issue, detailed description to enable the support to handle the request fast and effectively. Contact information on The Client is required if support is in need of more details to handle the request. After sending a support request the sender will automatically receive a support ticket in return as a confirmation. On incidents that require immediate help, The Client must always contact The Supplier directly by phone. The Client will be able to select a named list of employees to have access to The Supplier support system. The Supplier only handles second level support on Hosted Services and The Client’s Project Manager will be responsible for controlling the usage of The Supplier support system. The Client’s project team must handle all internal requests about the Hosted Services and only forward requests on incidents to The Supplier covered by this SLA. The Supplier generally offers free support. To receive free support the Project Manager on The Client team must have participated in a backend training course on how to administrate the basics of the app and administration portal. Special requests and customizations to an existing solution will be subject to additional costs for The Client. Cliennt.If the The Client claims a defect and subsequently it appears that the defect is not due to the Hosted Services, The Supplier has the right to compensation for the documented time used to investigate the defect.