3rd Level Support definition

3rd Level Support means backup engineering and technical support staff isolates a problem/error and implements a solution, including, but not limited to, a Software Product change.

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3rd Level Support means Zaffire TAC Level 3 Engineering department which is staffed with individuals with many years of industry experience. These engineers are capable of the highest level of support. This department has direct access to Zaffire Development Engineering and can solve extremely difficult or unusual problems. Commitments and Deliverables The following table sets the agreed upon Zaffire and Partner commitments for the Partners Service and Support Program. ------------------------------------------ --------------------------------------- ---------------------------------------- Support Service Zaffire Commitments Partner Commitments ------------------------------------------ --------------------------------------- ---------------------------------------- [***] Zaffire Technical Assistance Center (TAC) The Zaffire TAC is the focal point of Zaffire support services. Network Support Engineers (NSEs), who possess detailed knowledge of the complete product family and all aspects of [***] staff our global TAC located in San Jose, California. In addition to the TAC personnel, Zaffire also has field-based Network Support Engineers and Systems Engineers available to assist with pre-and post-sales issues. The TAC consists of three groups: The Tier One Support Group is the first point of contact into Zaffire's TAC. These individuals take the first call, and ensure that the proper information is entered into the Call Tracking System (CTS"). In addition, the FLS staff assists the Partner with simple configuration and problem resolution. Once a case has been entered into the CTS, a Zaffire NSE handles the case. The NSEs are grouped according to product type and it is their job to work a case to closure or escalate to the Tier Three Support Group. This strong teaming aspect within the TAC, and within the product groups, develops additional experience and leadership. The NSEs have access to labs with Zaffire equipment, as well as equipment from other vendors, to assist in recreating whatever problem the Partner may be experiencing. In addition to the equipment in the labs, the engineers have access to the most modern analysis tools. TIER THREE SUPPORT GROUP This team is the escalation point from the Tier Two Support Group to ensure that problems are solved in an expeditious time frame and Partner satisfaction is maintained. This is a group of senior Network Analysts, Program Managers and Development Engineers dedicated to working on the critical network problems. This organiza...

3rd Level Support means the third level in a hierarchy of support groups, which is typically a hardware or software manufacturer, that is requested by 2nd Level Support if required for solving an Incident with the aim to restore a Failure as quickly as possible.

Examples of 3rd Level Support in a sentence

If no solution can be found, the 2nd Level Support passes on the Incident to GCR Problem Management (3rd Level Support).
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All critical and major router and circuit problems will be communicated to WAN 3rd Level Support if restoration has not been effected within ninety (90) minutes of the circuit or router experiencing problems.
FNC provides 2nd and 3rd Level Support in cooperation with the designated local administrator (1st Level).
After receiving each Support Request, Provider shall, in cooperation with the Customer, allocate the appropriate Incident Level to the Support Request and provide Customer with a recommended course of action which could include proceeding in good faith and with Customer’s cooperation to attempt to resolve the Incident, or, recommending that Customer seeks additional professional services for the matter due to the fact that it is outside the scope of 3rd Level Support Services.
Otherwise, dataglobal Heilbronn Heilbronnhas no obligation to deliver its 3rd Level Support.
Provider shall provide 3rd Level Support and provide helpdesks and make available sufficient personnel for diagnosing and troubleshooting Incidents reported in Support Requests in accordance with this Agreement.
All router and circuit problems will be communicated to 3rd Level Support within one-hundred twenty (120) minutes of the circuit or router experiencing problems with probable cause; proposed resolution and an estimated time to repair.

More Definitions of 3rd Level Support

3rd Level Support means Foundry TAC Level 3 Engineering department which is staffed with individuals with many years of industry experience. These engineers are capable of the highest level of support. This department has direct access to Foundry Development Engineering and can solve extremely difficult or unusual problems.