Support Tickets and Escalation. Service Provider will respond to Client’s Support Tickets under the provisions of Section 4, and with best efforts after hours or on holidays. Support Tickets must be opened by the Service Provider’s Dispatch. They will be assigned to the Helpdesk Team which will handle Level 1 and 2 Support Tickets. If the Helpdesk team is unable to remediate the issue, the Support Ticket is escalated to Level 3 at which time the Service Provider Professional Services Team will take over. Each Client Issue will be assigned a Support Ticket number for tracking purposes.
Appears in 2 contracts
Sources: Hi Tech Service Agreement, Hi Tech Service Agreement