Validis will provide a managed application service to the Licensee, including:
- Support center which functions as a (front line) support desk to the support desk of the Licensee;
- The installation, configuration, updating, monitoring, and management of the Software in the environment;
- The activation of the relevant Licensed Modules (if applicable);
- The access to a self-service support center & help site;
Incident submission:
Incidents must be submitted with adequate information for Validis to troubleshoot the incident. Validis will determine if adequate information is submitted with each ticket.
Support Availability – (“Hours of Operation”)
The Hours of Operation of the standard supported Validis Service availability is:
- Monday to Friday 09:00 through 17:00 (US) Eastern time
- Monday to Friday 09:00 through 17:30 (UK)
- Monday to Friday 09:00 through 17:00 (AU) Eastern time