Customer shall provide detailed description on the problem and if possible, provide a file or screen shot to better explain the issue and upload to the case.
Customer is responsible for providing and maintaining adequate internet connectivity for their users to access and operate the software program as well as ensuring their users accesses the application utilizing approved devices and browser software.

3. Responsibilities of DMG – DMG shall provide Support Services subject to the conditions stated herein. In furtherance of the above, DMG shall:
   • Provide 7×24 telephone support to Customer through Customer’s Designated Representatives, excluding DMG designated holidays. DMG will provide Customer a list of scheduled DMG holidays, and notify Customer of any changes to DMG holidays in writing at least thirty (30) days in advance of those changes.
   • Investigate and supply any necessary modification to the Service.
   • Inform Customer’s Designated Representative, after initial investigation of a reported incident, of the nature of the problem.
   • With the prior approval of Customer, assist Customer and cooperate fully with third parties in order to improve the performance or utilization of the Service, the identification of whether software malfunctions are related to the Service or the hardware equipment malfunctions, and the identification of malfunctions in software supplied by Customer or third parties.
   • DMG will provide, upon Customer’s request, the Customer Designated Representative (a) a written report of the resolution of the error, and (b) a monthly written summary of remedial procedures then in process for any material failure not yet resolved
     
     
4. Service Level
   • Telephone Support Service. DMG shall establish and maintain the organization and processes to provide 7×24 Support Services for The Service. Telephone Support shall include but not be limited to (a) a direct response to Customer with respect to inquiries concerning the performance or operation of The Service, (b) a direct response to Customer with respect to problems or performance deficiencies with The Service, (c) a diagnosis of problems or performance deficiencies of the Service, and (d) a resolution of problems or performance deficiencies of The Service.
   • DMG will provide frequent status updates regarding open issues reported.
   • DMG will provide preferential “go to the head of the line” treatment to Severity Level One problem calls, which will be answered before standard service calls.
   • DMG will provide corrections or Remedy to Program error with the effort and response times commensurate to the levels described in the table below. The Service Level Warranty shall not apply to Performance Problems (i) caused by factors outside of DMG’s Sole Control; (ii) that resulted from any actions or inactions of Customer or any third parties; (iii) that resulted from Customer’s equipment and/or third party equipment and/or third party software not within DMG’s Sole Control; or (iv) Salesforce uptime of 99.98% and associated downtime.
   • Performance Problems: DMG recognizes four Severity Levels
     • “Severity Level One” – Critical Performance Problems that render The Service inoperable and/or cause it to substantially fail to perform as designed. Examples of Critical Problems include a major system impact or system down condition; or Customer is unable to perform the basic functions of DMGapp.
     • “Severity Level Two” – High Priority Performance Problems that substantially degrade the performance and/or cause serious limitations in the use of The Service. Examples of high priority Problems may include lack of functionality and major inconvenience for the Customer or a Workaround that is difficult to implement or prevents other areas of The Service from functioning as expected and/or required by the Customer.
     • “Severity Level Three” – Medium Priority Problems that have a minor impact on overall Service use. Examples of medium priority Problems are incorrect content formatting or presentation, are typically cosmetic in nature and a Workaround exists — but nevertheless is a problem. Customer is not experiencing undo operational impact or restricted daily work activities.
     • “Severity Level Four” – Low Priority Problems that are enhancements and/or new feature requests to The Service. Includes suggested feature changes, text corrections, or end-user enhancements. Customer’s business could be improved and/or end-user frustration.