Common use of Second Tier Clause in Contracts

Second Tier. Agilent shall provide second tier service support for LipoScience customers for the Vantera Analyzer for issues which LipoScience is unable to resolve through first tier support. Agilent will provide such support by telephone, instrument remote access, or e-mail to LipoScience support personnel or, at the mutual agreement of LipoScience and Agilent, directly to the LipoScience customer. LipoScience agrees to use commercially reasonable efforts to address customer support issues prior to requesting such assistance from Agilent. Second tier support shall be provided by Agilent at no additional cost during the applicable warranty period and shall be billed to LipoScience at Agilent’s standard then-current rates thereafter.