A telephone call of Customer’s appointed person to i-DOCS appointed Engineer by a call-back within the Response Time metric specified in the SLA paragraph hereunder by a support engineer competent in reported Incident subject matter, whose task shall be to supply emergency-handling recommendations for restoration of the service based on the information communicated by Customer during the call. Once the respective emergency call would be completed, a Service Request should be submitted by Customer to i-DOCS Ticketing Platform, as per the above procedure.

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