Backline Support definition

Backline Support means those maintenance and support services that Mersive provides Reseller and End Users with respect to the Software, as described in Section 4.
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Backline Support refers to the escalation point for Frontline Support, for issues that cannot reasonably be resolved by Frontline Support, such as complicated installation or configuration issues, compatibility issues, complicated problem isolation and troubleshooting, and escalation of verified bugs to engineering. Backline Support is provided through telephone and e-mail support during normal SUPPLIER business hours and after-hours support for Severity 1 problems.
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Backline Support generally means in depth technical troubleshooting and analysis during Level 3 and Level 4 support as described in Exhibit B.
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Examples of Backline Support in a sentence

  • Backline Support shall include (a) telephone and email support for the Software during Mersive’s business hours; (b) provision of corrections to errors in the Software, which corrections may be in the form of patches, fixes, workarounds, Software Updates, Software Upgrades or other forms; (c) provision of Software Updates and/or Software Upgrades to the Software which are commercially released during the term of this Agreement.

  • Mersive shall provide Backline Support as described in subsections (a) and (b) solely for the current release and the prior Software Upgrade.

  • The initial term of Backline Support shall be for one (1) year and shall commence upon the effective date of the end user license agreement entered into between Mersive and the End User.

  • Mersive reserves the right to establish and maintain contact with any End User in order to facilitate the delivery of any Backline Support needed by such End User.

  • First Level Support shall include (a) fielding and promptly addressing all questions from End Users; (b) addressing all errors in the Software reported by End Users and immediately reporting to Mersive all such errors that Reseller is unable to correct, and (c) notifying End Users of the availability of Software Updates and Software Upgrades that Mersive makes available pursuant to Backline Support.

  • On the condition that Reseller has paid the applicable Fees, Mersive will provide Backline Support for the Software.

  • Reseller may engage the assistance of Mersive via Backline Support only if Reseller is unable to respond adequately to an End User without such assistance from Mersive.

  • Frontline Support also consists of assistance of the type that would be expected from a skilled support engineer, including assistance in finding specific answers to questions in FAQ documents or technical knowledge bases; determining if the reported problem applies to the supported Licensed Software or to the Named Application, and escalating an Error to Company for Backline Support, as necessary.

  • Subject to the last sentence of this Section 14, and payment of Fees, Company will provide Partner with support for the BrightCloud Service in accordance with the terms of Exhibit A (Backline Support Terms) attached hereto.

  • Subject to the last sentence of this Section 14, and the payment of any Fees identified in an Order, Webroot will providePartner with support for the BrightCloud Service in accordance with the terms of Exhibit B (Backline Support Terms) attached hereto.

Related to Backline Support

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.

  • Level 3 Support means, with the use of backup engineering and technical support staff, isolating Defects and developing Defect corrections including, without limitation, Upgrades.

  • Basic life support means the following:

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.