Government Priority Plus Support Clause Samples

Government Priority Plus Support includes all of the services set forth above under Government Support (section 1.2.3) and additionally: • Access to Support. Customer will be provided with direct priority access to Level 2 Advanced Engineering support who are citizens of that country and shall respond to Customer’s unlimited number of designated contacts. A Designated Support Engineer (DSE) point of contact who is a citizen of that country and available during Customer’s business hours (for single Customer site if Product(s) installed at multiple Customer sites), will be made available to be the focal point of contact within FireEye, to project manage Customer’s technical issues. • Onsite Support. Onsite visits for problem assistance at DSE’s sole discretion. • Reporting. FireEye will supply Customer with monthly reports detailing technical support provided during the previous month. Quarterly business reviews will also be scheduled.