Customer Issue Reporting
Customer Issue Reporting
The Customer shall provide designated technical support interfaces who shall be subject matter experts with appropriate background and experience to provide platform support for the Software. The technical support interfaces should evaluate and review all Customer issues prior to submitting them as CSP Cases. Customer may notify Celestica of changes to its primary or secondary technical support interface, provided that such changes shall be limited to one change per month.
- Customer's technical support interfaces shall each receive a user ID and password ("Access Credentials") to access Celestica's CSP online resource, which is generally available 24 hours a day, but is updated periodically and/or on an emergency basis. Access Credentials are considered confidential information of Celestica and must not be disclosed or shared by any technical support interface with any other individual or entity. All technical support interfaces must comply with Celestica's security requirements regarding the use and protection of Access Credentials. The CSP database includes:
Software releases and patches
Documentation
Customer shall include the level of priority in each Case that it submits to CSP. Celestica will respond according to the level of priority for the Case. Customer shall submit Cases in sufficient detail and provide relevant details replicating the issue, including without limitation any dependencies of the environment. Customer shall submit a new Case for each unique question or Defect. On receipt of a new Case, the CSP portal assigns a Case number and notifies the appropriate Celestica support engineer.
Issue replication is based on Celestica's standard product test environment. If issues are dependent on a unique customer environment, the following terms apply:
Celestica will begin its investigation only after and if: 1) The Customer has undertaken reasonable due diligence to confirm the issue is related to Celestica Software; 2) The Customer has made available the specific environment and reproduction steps to enable Celestica's investigation; and 3) the issue is related to existing supported feature(s) of Celestica Software.