First Level Maintenance definition

First Level Maintenance means electronic or telephone response, or on-site maintenance, to deal with any problem or software bug in the Product which is provided by Toshiba or the Dealer Associates to customers in the Territory who have installed the Products that are under Vital Images’ standard warranty or standard software maintenance program. Only in the U.S., First Level Maintenance shall not include any on-site maintenance provided by Toshiba or the Dealer Associates.

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First Level Maintenance means electronic or telephone or in-person response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to Toshiba’s or the Dealer Associates’ customers in the Territory who have installed the Products that are under a contractual warranty or software maintenance program with Toshiba or the Dealer Associates. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or

First Level Maintenance means electronic, telephone or in-person response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to customers in the Territory who have installed the Products that are under Vital Images’ standard warranty or standard software maintenance program. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug.

Examples of First Level Maintenance in a sentence

• Toshiba and/or the Dealer Associates shall provide the First Level Maintenance to customers outside the United States.

• During the term of this Agreement Vital Images will provide training at its headquarters location, or such other location mutually agreed between the parties, for Toshiba and Dealer Associate personnel in the function, application, installation and the First Level Maintenance of the Products and in the provision of assistance to Vital Images for Second Level Maintenance, provided, however, Toshiba or the Dealer Associates shall pay the salaries and all transportation and living expenses for its staff.

• As part of its First Level Maintenance obligations outside the U.S., Toshiba shall and it shall cause its Dealer Associates to promptly inform Vital Images of any claims made by their customers in the Territory under such software warranties.

• Vital Images shall provide First Level Maintenance to customers within the United States.

• In accordance with their technical ability, and based upon their prior experience and training by Vital Images, Toshiba and/or the Dealer Associates shall use their reasonable best efforts to provide the First Level Maintenance; provided, however, that any and all on-site maintenance in the U.S. which is excluded from First Level Maintenance shall be provided by Vital Images.

• Except as set forth in Section 6.3 outside the U.S., and Sections 6.2 and 6.3 within the U.S., Toshiba and/or the Dealers Associates shall have the primary responsibility for direct contact with customers in the Territory in regard to the function, application, installation or maintenance of the Products under the First Level Maintenance and the Second Level Maintenance, provided that Vital Images may contact directly any customer not enrolled in support to enter into a support agreement.

• Franchisee shall carry out First Level Maintenance (FLM) activity of the ATM as and when required.

• Except as set forth in Section 6.3 outside the U.S., and Sections 6.2 and 6.3 within the U.S., Toshiba and/or the Dealers Associates shall have the primary responsibility for direct contact with customers in the Territory in regard to the function, application, installation or maintenance of the Products under the First Level Maintenance and the Second Level Maintenance, provided that Vital Images may contact directly any customer not enrolled in support to enter into a support and maintenance agreement.

• In accordance with its technical ability, and based upon its prior experience and its training by Vital Images, Toshiba and/or the Dealer Associates shall use its reasonable best efforts to provide the First Level Maintenance to customers outside of the United States.

• In order to assist Reseller and Distributors in planning and providing First Level Maintenance and Second Level Maintenance, AUSPEX will provide Reseller in a timely manner with mean-time-between-failure (MTBF) and all other relevant maintenance information collected by or available to AUSPEX.

More Definitions of First Level Maintenance

First Level Maintenance means the maintenance support offered to an end-user by a help desk facility.

First Level Maintenance on the Equipment is defined as follows:

First Level Maintenance means technical screening and telephone call management for Products requiring repair or maintenance. First Level Maintenance consists of (i) an effort to remedy or isolate, and document Problems and (ii) providing AUSPEX with relevant information regarding the nature of the Problem and exact location of the Equipment concerned.

First Level Maintenance means electronic or telephone or on-site response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to Toshiba’s or the Dealer Associates’ customers in the Territory who have installed the Products that are under a contractual warranty or software maintenance program with Toshiba or the Dealer Associates. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug. For outside the US, on-site response may be provided by Vital Images at an additional charge.

First Level Maintenance means electronic or telephone or in-person response to deal with any problem or software bug in the Product which is provided by Vital Images, Toshiba or the Dealer Associates, as hereinafter specified, to Toshiba’s or the Dealer Associates’ customers in the Territory who have installed the Products that are under a contractual warranty or software maintenance program with Toshiba or the Dealer Associates. Such response shall attempt (i) to identify the nature and extent of the customer’s problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the internet containing the problem or * Confidential Treatment has been requested, the portion indicated has been redacted and the redacted portion has been separately filed with the Securities and Exchange Commission.

First Level Maintenance means electronic, telephone or in-person response by Reseller to customers in the Territory who have installed Products that are under Vital Images' standard warranty, standard software maintenance or standard hardware maintenance program. Such response shall attempt (i) to identify the nature and extent of the customer's problem, (ii) if appropriate, to obtain a copy of magnetic media, hard copy printout or electronic file forwarded over the Internet containing the problem or software bug to be forwarded promptly to Vital Images electronically or by facsimile, and (iii) to advise the customer in the application of any recommended solution or workaround to such problem or bug. Reseller will provide First Level Maintenance only during the period of the initial standard warranty or the period that the customer has an effective standard service maintenance agreement with Reseller. Furthermore, Vital Images agrees to provide Reseller with the pricing on its service contracts as set forth in Exhibit E.