Common use of Second Level Support Clause in Contracts

Second Level Support. A. Supplier shall provide Second Level Support, in English, during the hours and substantially in accordance with the procedures described below which shall include problem diagnosis and error corrections or avoidance (work-arounds) with respect to suspected errors in the Products reported by CA or its Customers. Such service shall also include provision to CA of any Maintenance Releases and Updates for the Product made available by Supplier during the Term of the Agreement. CA shall have the right to distribute such Updates to supported CA Customers. B. Severity levels:

Second Level Support. A. Supplier shall provide Second Level Support, in English, Support to CA during the hours and substantially in accordance with the procedures described below which shall include problem diagnosis and error corrections or avoidance (work-arounds) with respect to suspected errors in the Products Product reported by CA or its CustomersCustomers as set forth above. Such service shall also include provision to CA of any Maintenance Releases and Updates for the Product made available by Supplier during the Term of the Agreement. CA Second Level Support shall have the right also include response to distribute such Updates to general advice and guidance questions from supported CA Customers. B. Severity levels: