Level 1 Support Sample Clauses
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Level 1 Support. The State will accept responsibility for ▇▇▇▇▇ ▇ support, provided that the State will perform workarounds and data correction only after NICUSA has delivered detailed procedures and scripts for those activities. NICUSA will provide and maintain all necessary procedures and contracts for reporting problems to the Level 2 support center, including but not limited to service level agreements and written escalation procedures with current contacts.
Level 1 Support. Licensee shall have sole responsibility for handling technical support inquiries from End Users (the “Level 1 Support”). Level 1 Support shall cover customer service for Licensee issues including but not limited to initial setup, connectivity testing, SMS setup, quotas, supported client application configuration and troubleshooting, and configuration and troubleshooting of any add- on features.
Level 1 Support. <<SUPPORT TERMS >>
5.1 Client is responsible for providing all Level 1 Support, including coordinating all activities and personnel required for such efforts. Level 1 Support includes:
(a) Responding to Authorized User reports;
(b) Ruling out any local issues (e.g.: user training issues, desktop problems, network problems, etc.);
(c) Verifying that the incident is a Software issue;
(d) Resolving any routine Software user access and permissions issues; and
(e) Gathering sufficient information from the person reporting the problem to appropriately scope the case, including, but not limited to, identifying specific examples of the problem and confirming that the problem is reproducible and what steps are required to reproduce the problem.
5.2 Client will escalate and submit a support request (“Support Request”) to TRITAN only for those issues that it cannot resolve through Level 1 Support and that it reasonably assumes to be caused by the Solution itself.