> For the complete documentation index, see [llms.txt](https://trustcenter.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://trustcenter.syntphony.com/products/syntphony-compliance-management/support-model/customer-obligations.md).

# Customer Obligations

To be eligible for a Service:

1. You must log a support ticket with SCM (Helpdesk) of an event that impacts service availability.
2. You must include all information necessary for SCM service team to validate your service request, including: (i) a detailed description of the events especially resulting in Downtime, including your request logs that document the errors and corroborate your claimed issue or outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable).
3. You must reasonably assist SCM service team in investigating the cause of the issue or of the Downtime and processing your service request.
4. You must comply with your applicable NTT DATA SCM subscription contract (including its annexes) , applicable NTT DATA SCM documentation and any advice from our support team.


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