Common use of Second Line Support Clause in Contracts

Second Line Support. “Second Line Support” shall mean and InGenius shall be responsible for: (i) running the current generally available version of Software in a lab environment for the purposes of supporting First Line Support; (ii) using support tracking systems to monitor Error reports forwarded by First Line Support; (iii) replicating, if possible, and documenting reported problems in the lab environment; (iv) attempting to resolve Errors (iv) notifying First Line Support of all resolved Errors; (v) if unable to resolve an Error or answer the inquiry using reasonable means, forwarding a description of the problem and documented replication steps, if able to replicate, to Third Line Support at InGenius for assistance.

Second Line Support. “Second Line Support” shall mean and InGenius shall be responsible for: (i) running the current generally available version of Software in a lab environment for the purposes of supporting First Line Support; (ii) using support tracking systems to monitor Error reports forwarded by First Line Support; (iii) replicating, if possible, and documenting reported problems in the lab environment; (iv) attempting to resolve Errors (iv) notifying First Line Support of all resolved Errors; (v) if unable to resolve an Error or answer the inquiry using reasonable means, forwarding a description of the problem and documented replication steps, if able to replicate, to Third Line Support at InGenius for assistance.