R2024-07 Resolution Approving the Purchase of Faster Asset Solutions Cloud Based Fleet Management Software

Home Browse Search

Medium 1 Business Day Within 5 • Answer to question is provided Business Days • Satisfactory workaround is provided • Fix or workaround incorporated into Solution Library • Fix incorporated into future release Low l Business Day Within 10 • Answer to question is provided through FAQ, Business Days Knowledge Base,or through trained customer subject matter experts(SMF,) • Fix or workaround incorporated into Solution Library Assignment of Service Request Status When a customer contacts FASTER Customer Support and requests help to resolve a question or an issue, a service request is opened. The following table describes the possible status that may be assigned to a service request. Open/In-Process A service request has just been submitted. It may be assigned to an individual or a queue. FASTER has responded to Customer regarding receipt of the service request and is actively pursuing a resolution. Waiting on FASTER is not actively working on the resolution of the service request. Customer Generally,this is due to information pending from the submitter of the service request to be able to clearly understand,have the ability to reproduce or identify from the system log the issue at hand.However,service requests may be put on hold for other reasons as well. Active FASTER has identified the issue and is actively working on a resolution,but the issue requires additional activities, such as, but not limited to, development, integration, third-party discussions, and additional Customer department interaction. FASTER will regularly provide status updates and expected resolution timelines to the customer. Closed Closed status reflects that: • Customer and FASTER agree that a satisfactory resolution has been provided,or • Customer understands that there is not a solution to the issue at hand, and the issue is not a result of a product defect,or • FASTER has made multiple attempts to contact Customer that opened the log and Customer has not responded. Electronic service requests (Web, e-mail) may be closed when FASTER Professional Services has provided an electronic reply with a high degree of confidence that the reply will resolve the issue or answer the question. Networking, hardware and installed software at the site are the sole responsibility of Customer and are not covered in Support Services. Customer misuse or unauthorized use of Licensed Software or Mobile Modules also is not covered in Support Services.