Common use of End User Support Clause in Contracts

End User Support. Tellabs shall provide all first and second level End User customer support for Products, as defined below, in the same manner Tellabs provides similar support for other products. Riverstone will provide third level support, according to the Technical Support Guidelines set forth in Exhibit D to this Agreement, solely to Tellabs's designated engineering personnel who are trained in the technical operation of the Product . As used herein: (i) First Level Support shall mean the provision of general product information, configuration support, collection of technical problem identification information and screening of [Confidential Treatment] customer support requests; (ii) Second Level Support shall mean First Level Support plus problem isolation, defect determination and module or Product replacement, lab simulation, interoperability testing and action plan definition; and (iii) Third Level Support shall mean back-up technical support by telephone and, where appropriate, the provision of hardware and software "bug fixes" and work-arounds. Third Level Support shall include visits to customer sites for problems which cannot be resolved remotely.