Common use of Level 1 Support Clause in Contracts

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.