1. CUSTOMER SUCCESS SERVICE

1.1.1. Inbound Customer Success essensys will provide a support service for the reporting of problems relating to the Services known as "Inbound Customer Success Service".

1.1.2. essensys will provide Inbound Customer Success contact details to the Authorized Representatives of the Customer.

1.1.3. Inbound Customer Success will be provided by essensys via an online chat feature (Live Chat) within the Solution or in the event of any of these applications being unavailable, by telephone or email.

1.1.4. The Inbound Customer Success service will be available to Authorized Representatives through the Live Chat facility during the Hours set out in the table below.

1.1.5. The Customer will identify the Authorized Representatives for each of the Premises to essensys; and ensure that the Authorized Representatives provide the following information to essensys when contacting Customer Success;

(A) name and contact telephone number;

(B) Management System login, if requested; and

(C) Description of the problem or required assistance.

1.1.6. essensys will:

· respond to the chat window or support case;

· assess and determine the impact of a problem and if it sits within the Service Boundary;

· open a problem ticket (Case) to further document the problem and pass the case to a specialist team (if required);

· perform initial problem determination;

· aim to provide problem fixes according to the timescales set out in Schedule 2;

· seek to obtain the agreement of an Authorized Representative of Customer that a problem record can be closed; and

· aim to resolve any third-party service provider performance problems affecting provision of Services.

1.1.7. The Customer will:

· Undertake any reasonable troubleshooting steps and rectification actions requested by essensys including but not limited to:

-Checking power supply and/or providing alternate power supply.

- Power cycling equipment

- Checking patching and repatching equipment as required

· Ensure sufficient levels of training is provided Operators of the Solution and ensure regular reference is made to the essensys Knowledge base and any Learning Management System provided by essensys.

· maintain and provide to essensys an Authorized Representative contact list including names, telephone number and email addresses for use by the Customer Success service for problem determination assistance and escalation and use commercially reasonable endeavours to ensure such personnel are available as required; and

· be responsible for the resolution or closure of all problems related to products and services that are not within the Services (except to the extent that such problems have been caused by the Services).

1.2.1. Customer Success Engagement Service will provide regular updates and support to Customer in accordance with the table below: