Support Tickets Clause Samples

Support Tickets. A. Some support service products offered by Artefactual entitle Client to a limited number of “Support Tickets”, which may be redeemed by Client to request technical support services from Artefactual that fall outside the basic services guaranteed under this Agreement. B. A Support Ticket may be redeemed by Client at any time during the Agreement term for: 1. resolution of a Severity 3 issue before the next public release of the Covered Software, 2. direct changes to data in the Covered Software database or search index (e.g. to correct data that was incompletely or incorrectly imported), 3. configuration changes to the Covered Software or server environment which are not covered under Remedial Support Severity 1 or Severity 2 terms listed in Article II 4. any other technical support services outside of the basic services guaranteed under this Agreement, at Artefactual’s discretion. C. A request to redeem a Support Ticket for technical support services must be made by Client to Artefactual, in written form, and must clearly describe the desired outcome of the requested services. D. Artefactual will evaluate the estimated work required to deliver the requested services and provide a written estimate of the work required to the Authorized Client Contacts listed in Exhibit B, or a written explanation of the reasons for declining to provide the requested services. E. In general Artefactual will consider one Support Ticket to entitle the Client to up to four

Support Tickets. The Advanced Support Pro Service and Pro Global Service maintains a Fair Usage Policy (“FUP”) set against a permitted count of technical assistance (“TA”) tickets raised during the Service term and excluding tickets classified by Fortinet as bug, RMA and customer service tickets. At the true up date, Fortinet will provide the Customer with a summary of the number of Support Tickets that have exceeded the Service allocation beyond the initial Service threshold. Should an exceeding of the threshold be found an additional purchase inline with the before mention True-up process will be required to extend the threshold. • Initial Pro Service allocation is 100 TA tickets • Initial Pro Global Service allocation is 200 TA tickets

Support Tickets. A “Ticket” is defined as a request for support entered via the Aqua Support Portal (defined below), associated with the Licensee accounts, and given a unique identifier. All times associated with a Ticket shall be governed by timestamps of activity in the Aqua Support Portal.

Support Tickets. Customer’s authorized contacts may submit support tickets (“Tickets”) through an online portal - 7 days a week / 24 hours a day. Customer will designate a limited number of authorized contacts to be the point of contact for submitting Tickets and communicating with HRC to resolve Tickets.

Support Tickets. Support Tickets can be created by contacting Ziggo by telephone or sending an email. All intervention requests received by e-mail or by telephone are categorized in the “Standard” priority, unless mentioned otherwise. 1502132 - 2637

Support Tickets. All requests are recorded as Support Tickets in the Jedox Support Portal including • the date of the reporting, • the time of the reporting, and • a detailed description of the priority classification The workflow for Support Ticket resolution is entirely traced within the Jedox Support Portal: all activities for any IT operations professional involved in the process are documented. The CUSTOMER’s contact per- son itself has direct access to the Support Portal, so that the progress of reported issues can be monitored and kept updated on a self-serviced basis. The following terms, workflows and services shall have the following meanings: Status Definition New Cases that have been logged into Jedox Support Portal but have not yet been assigned to a Jedox Support team member. The case will be assigned to the next available team member, during business hours, who will review the case, define the severity, and start working towards a restoration. Open Defined as case that has been assigned to a Jedox Support team member. Pending Defined as case where ▇▇▇▇▇ Support is waiting for additional information from CUSTOMER Restored Defined as case that has been resolved either by workaround, one-time or permanent solution Closed Defined as case that has been processed and confirmed to be resolved. Confirmation to close can either be given explicitly or implicitly.

Support Tickets. Each intervention should be requested by creating a Support Ticket on the ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇.▇▇ website. Support Tickets can be created 24 hours a day, 7 days a week, 365 days a year. The correct topic and priority should be selected. The topic will determine the highest priority that can be selected. If the request, written in the Support Ticket, is not in accordance with the selected topic, the topic will be corrected and the applicable priority will be assigned, taking into account that the maximum priority depends on the topic of the Support Ticket. Alternatively Support Tickets can also be created by contacting Telenet by telephone or sending an email. All intervention requests received by e-mail or by telephone are categorized in the “Standard” priority. In order to create a Ticket with a higher priority (e.g. Critical 24/7 intervention outside business hours) the Customer needs to use the website. The Customer can follow up the status of any Support Ticket and add comment using the Account Manager (web interface).

Support Tickets. In order to be eligible to submit a Claim you must have logged a support ticket for each Event with the INNOQUANT customer support help desk for the applicable Service, in accordance with INNOQUANT procedure for reporting support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist INNOQUANT with the diagnosis and resolution of the Event to the extent required for support tickets. Such ticket must be logged within twenty- four (24) hours of your first becoming aware that the Event has impacted your use of the Service.

Support Tickets