Common use of Second-level Support Service Clause in Contracts

Second-level Support Service. The Second-level Support Provider (PTV) is responsible for the Product Support which the First-level Support Provider is unable to handle with its own technical means and skills. The Second-level Support Provider may only be contacted by the First-level Support Provider, not by the End-user himself. The level of expertise on the Software is greater with the Second-level Support Provider than it is with the First-level Support Provider. The Second-level Support Provider will a) advise the First-level Support Provider on the handling and circumvention of the error (if possible),