MSP First Level Support Sample Clauses
The MSP First Level Support clause defines the managed service provider's responsibility to serve as the initial point of contact for user support requests and incident resolution. Under this clause, the MSP typically handles basic troubleshooting, user inquiries, and routine technical issues before escalating more complex problems to higher support tiers. This arrangement streamlines the support process, ensures prompt attention to common issues, and helps efficiently allocate resources by filtering and resolving straightforward problems at the earliest stage.
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MSP First Level Support. MSP shall provide first level support for the CA Software as described in the MSP Support Addendum attached hereto, substantially similar to the level of support provided by CA to an End User,. MSP shall ensure that members of its technical staff complete sufficient training regarding the CA Software as necessary to provide first level support to MSP’s End Users and MSP Channel Partners. CA shall not have any obligation to provide first level support to MSP’s End Users (unless CA has entered into a maintenance agreement directly with the End User). If CA directly supports an End User, CA shall be entitled to retain the full amount of maintenance revenue received from such End User.