Common use of Support Levels Clause in Contracts

Support Levels. Company shall attempt to answer any End-User inquiries to Company's representatives at the time of inquiry in the following manner: (1) First Level Support. After 7/1/00, First Level Support can be defined as a "pool" of Company representatives who handle the majority of End- User inquiries and support requests. Responsibilities involved in first level support can be generally defined as follows: support request creation and maintenance, verify priority and severity information, search technical documentation for all known issues and possible matches, document all customer interactions, close support requests, escalate to second level support, if necessary. First level support shall also include coordination of account registration and testing and ongoing account monitoring and maintenance. Company's service representatives shall answer service inquiries as "DellBizNet". (2) Second Level Support. Second Level Support can be defined as a "pool" of Company representatives who maintain specialized skills and are at a different organizational level than the first level support group. Skills not available in the first level are transferred to the second level, where more specialized skills and an increased technical depth exist. Responsibilities involved in second level support can be generally defined as follows: ensure quality of information provided to first level representatives, manage relationship with first level representative, verify information received in escalated support requests, analyze support request to identify specific issues, create and maintain new trouble reports, create interim and final resolutions as necessary. Second Level Support should be sufficient to resolve any End-User need. In the event, the Second Level Support cannot correct or answer an inquiry at the time of inquiry, the Second Level Support shall respond to the End-User in accordance with Section 3 below. Company's service representatives shall answer service inquiries as "DellBizNet".