Technical Telephone Support. Supplier shall provide telephone assistance with respect to the Products within […***…] after CUSTOMER’s designated representative(s) contacts Supplier’s technical support engineer. Technical telephone support shall be available between 8:00 am and 5:00 pm Pacific Time, Monday through Friday, excluding US holidays. CUSTOMER’s personnel will be requested to provide a name, company name and any applicable call back numbers at the time the call is placed. The information and level of detail that CUSTOMER provides to Supplier technical engineers will reduce the amount of time to troubleshoot CUSTOMER’s reported problem. Supplier shall review CUSTOMER’s troubleshooting methods and results to determine if Supplier’s products are related to the failure. If so, Supplier shall work with CUSTOMER to suggest the proper course of action. Mailing shall make reasonable commercial efforts to track the reported problem and identify a reasonable workaround or resolution. CUSTOMER shall also report any engineering or quality complaints received by End-Users to Supplier via the process described in this section.
Appears in 3 contracts
Sources: Master Purchase Agreement, Master Purchase Agreement (Entropic Communications Inc), Master Purchase Agreement (Entropic Communications Inc)