However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. Second-level support. In the event that the customer is unable to respond to a request or problem from a licensed user, the customer directs the customer support department to go directly to the OIQ help desk to provide second-level support. The Client Help Desk remains the direct interface with such a licensed user with respect to such a request or problem. The customer must immediately provide OIQ with all available information and appropriate assistance with respect to reported issues or other customer questions that are subject to resolution by the OIQ. Second-level support. OIQ is responsible for all second-level support. Providing a second level of support means that OIQ economically strives to provide technical support and maintenance services (as described below) and to implement and maintain a problem reporting and resolution process (as described below). Service issues. The customer will make reasonable economic efforts to report all problems in accordance with the categories and descriptions of problems indicated and act appropriately.
A problem is considered reported when this problem is first reported to the OIQ-Helpdesk. .