Submitting a Support Ticket and Designated Contacts

Submitting a Support Ticket and Designated Contacts

Designated Contacts are Users that the Customer identifies as the primary liaisons between Customer and infoThink Solutions for technical support. Customer shall identify and maintain at least one (1) Designated contact.
Customer shall ensure that Designated Contacts: 
  1. have completed, at a minimum, the basic Services administration training provided by the vendor directly or our Service Delivery team 
  2. are knowledgeable about the applicable Services in order to help resolve, and to assist infoThink Solutions in analysing and resolving technical issues, and 
  3. have a basic understanding of any problem that is the subject of a support ticket, and the ability to reproduce the problem in order to assist us in diagnosing and triaging it. 
Customer's Designated Contacts shall be responsible for: 
  1. overseeing Customer's support ticket activity, 
  2. developing and deploying troubleshooting processes within the Customer's organisation 
  3. resolving password reset, username and lockout issues for Customer, and  
  4. requesting additional services. 
Cooperation
  1. infoThink Solutions must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with our agents to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.
  2. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to provide remote access to their application and/or desktop system for troubleshooting purposes.

For more information about where to submit a support ticket, please visit the article - Where to submit a Support Ticket

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