Common use of Level 2 Support Clause in Contracts

Level 2 Support. 6.1 TRITAN is responsible for providing ▇▇▇▇▇ ▇ Support, including coordinating all activities and personnel required for such efforts. Level 2 Support includes: (a) Problem Resolution Support. Problem Resolution Support principally involves identification of individual issues directly resulting from the Software which have been escalated to TRITAN as a Support Request. A Support Request, also known as an “ticket,” is defined as a single support issue which is reasonably suspected to be caused by the Solution. A single Support Request is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each subordinate issue shall be considered as a separate Support Request. In connection with a Support Request, TRITAN will provide: (i) Advanced level technical expertise and support for all items directly relating to the Solution provided by TRITAN; (ii) Assistance to Client’s Level 1 Support for troubleshooting issues and assignment of severity levels; (iii) Maintenance of the appropriate response levels and communication required to inform and assist the Client; (iv) Coordination support for the appropriate TRITAN technical and management resources to facilitate resolution or involve additional resources for Client Support Requests; (v) Information gathering to appropriately communicate any issues improperly assigned or discovered to be a result of Client-side technology including, but not limited to, specific examples of the problem and reproduction steps.